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:01/02/2025

  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.

  Yesterday (01/01/25), I was able to find a cheaper option through my phone company for home internet and attempted to get on my account to cancel my services with Sparklight, the website was down. I tried to call them, but they were closed for the holiday. I was able to log in this morning (01/02/25) and could not cancel online, so I called and requested that my services be disconnected. I was informed that they cannot disconnect my services over the phone and I will continue to be billed until I return my wifi modem. I advised the employee that I will be working during their business hours and wont be able to return the device for a couple days and that I should not be billed for services that I am not using or wanting, the employee offered no support. This is not good customer service at all and just seems like they are after our money, you can't even cancel without them asking 20 questions about why you are canceling. All the reviews I have read are about billing and it seems like this is normal practice for Sparklight.

  

  Business Response

  Date: 01/06/2025

  The customer spoke to a retention associate on 1/2/25 who advised the equipment needed to be returned in order to process the disconnect.  When the customer stated she worked during our business hours, the ***resentative advised her that we have equipment drop boxes that are available 24/7 at both the Nampa and ************ locations.  The retention *** failed to explain the reason the equipment needed to be returned prior to disconnect. 
  
  Our ***************** Service Manager attempted to contact the customer.  When she called the phone number on the complaint, a man answered and said that she had the wrong number.  She then called the phone number on the customer's account and the woman stated that she had the wrong number and hung up. 
  
  If the customer would like us to disconnect the account, they need to be aware that the unreturned equipment charge ($100.00 or $150.00 dependent on which model modem they have) will be charged immediately.   As a courtesy, we can note the account to credit the customer the service charges back to 1/2/25 if the modem is returned by 1/10/25.

• Initial Complaint

  Date:01/01/2025

  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.

  I am writing to file a formal complaint against NEW WAVE CARD / WEBBANK regarding an unauthorized account that has appeared on my credit report. The account under the name "NEW WAVE CARD / WEBBANK" with the number "USL712XXX" was opened on "October 21, 2021". I did not open this account, nor have I authorized its opening. This unauthorized account is negatively affecting my credit report and credit score.I filed a complaint with NEW WAVE CARD / WEBBANK thirty days ago, but I have not received any updates or resolution regarding this issue. The unauthorized account remains on my credit report, which continues to damage my credit score. This is a serious concern as it may impact my ability to secure loans, mortgages, or other financial services.I request that NEW WAVE CARD / WEBBANK investigate this matter thoroughly, remove the unauthorized account from my credit report, and provide me with confirmation that the issue has been resolved. I would also appreciate a prompt response, as this issue has been outstanding for over a month.

  

  Business Response

  Date: 01/02/2025

  Good afternoon!  I do not believe that this complaint belongs to us. Cable One, ***** is a telecommunications provider based out of *******, ********  At one time, we did have a subsidiary Telecommunications **************** dba New Wave, however we have never served the state of ********, and given the size of the debt in question, over $21,000, I do not believe we are the proper party in this instance. 

• Initial Complaint

  Date:12/27/2024

  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 recently moved and terminated my internet service with ***********************. Following proper procedures, I returned all hardware through a company technician. *********************** confirmed receipt of the equipment, informed me my account was fully paid, and stated I was due a small refund. I was explicitly told to ignore any subsequent bills, as their billing system was catching up and assured that I owed nothing further. However, in November, I received a notification from ******** about a collections action filed by *********************** for an alleged balance of $211. This action was baseless and directly contradicted their prior assurances. As a result, my credit score dropped significantly, despite my account being in good standing. I immediately contacted *********************** to resolve the issue. Initially, representatives feigned ignorance about the collections claim. After further investigation, they admitted my account had been paid in full and that I was owed a refund. Yet, despite this acknowledgment, no immediate steps were taken to rectify the situation. ******** claimed they contacted the collections agency to correct the error. Weeks later, the collections claim was removed from one of my credit reports; however, my credit score did not recover. *********************** has failed to take meaningful action to restore my credit to its previous standing, leaving me to bear the fallout of their mistake. Additionally, I have yet to receive the promised refund, despite being told months ago that it was forthcoming. Throughout this ordeal, I have repeatedly requested to speak with a manager or someone with decision-making authority. Each request was met with evasion or outright denial. This lack of accountability is appalling and highlights a systemic issue within ***********************. Their negligence has caused unnecessary financial harm and stress, which is unacceptable.

  

  Business Response

  Date: 01/06/2025

  Following the receipt of Mr. ******** complaint, our ************* Regional Manager discovered that the customer had in fact returned the modem and that it was already active on another user's account. Mr. ****** has since been removed from collections and a refund for the amount will be sent out on January 9th. We sincerely apologize for our mistake and for the inconvenience that it has caused. We greatly appreciate Mr. ****** for bringing this to our attention. Thank you!

  Customer Answer

  Date: 01/06/2025

  
  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:12/23/2024

  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.

  On December 19, 2024, at 11:00 pm (CST) we lost internet connection. As of December 23, 2024, service has not been restored and the provider cannot provide an ETR on when service will be restored. I have called them 4 separate times because each time I called (Dec. 20, Dec. 21 and Dec. 23) I was told that they were waiting on a part. On December 20 and 21, I was told that service would be restored on December 23 but to date, service has not been restored. Even the technical support operators that I have spoken to are frustrated and cannot believe that service is still out. This is a wide spread outage affecting hundreds of customers and businesses. The outage includes areas in Missouri including but not limited to **********, ****************, *********, Definance, ********* and *******. We are living in 2024 and internet wasn't just discovered yesterday! THERE IS NO EXCUSE FOR THE OUTAGE GO 4 DAYS WITHOUT INTERNET!!!

  

  Business Response

  Date: 01/29/2025

  Following the receipt of Mr. ******* complaint, our Field Technical Supervisor informed us that the outage was caused by an issue with our backbone provider, **********. Services were offline between midnight on 12/19/2024 and 2:00 AM on 12/24/2024. Due to the inconvenience this caused, a credit of $9 has been applied to the account for the ***** service loss and the $7.05 network fee has been waived. In addition, another $10.64 credit was applied to the account on 12/31/2024 due to another outage in the area for a total credit in the amount of $26.69. Our ************* Supervisor contacted the Neskes on 01/07/2025 to address their concerns. We discussed upcoming tools with the customer, which include the Outage Map and full portal/app capabilities. We sincerely apologize for the inconvenience these issues caused and appreciate the customer for bringing them to our attention. 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,
  
  *** And ***** *****
  
   
  

• Initial Complaint

  Date:12/20/2024

  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.

  My internet keeps going out without explanation

  

  Business Response

  Date: 01/08/2025

  Following the receipt of Mr. ******** complaint, we were informed by our Field Technical Supervisor that the outage was caused by an issue with our backbone provider. The services were offline from midnight on 12/19/2024 until 2 AM on 12/24/2024. A courtesy credit in the amount of $50 has been applied to Mr. ******** account. Our ************* Supervisor spoke with Mr. ****** on 01/07/2025 to discuss his concerns. Mr. ****** was satisfied with the resolution and was given direct contact information in case he has any further issues. We sincerely apologize for the inconvenience this issue caused and we appreciate Mr. ****** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:12/16/2024

  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 received my most recent internet bill from Sparklight internet, formerly ***********************. They are charging me a late fee for not paying my bill. My internet bill has been on autopay for as long as I have had the account. I received no correspondence indicating that I would need to reenroll in auto pay. I would like the late fee removed and the cost of my internet covered for the month of December for my inconvenience.

  

  Business Response

  Date: 12/17/2024

  Following the receipt of Mr. ********* complaint, it was discovered that he had not been notified that his account had not successfully been carried over to our new ******. We have spoken with the customer regarding this issue and have credited him back the late fee. We were able to set him back up on autopay and both missed payments will be drawn from the account in January with no interruption of service. We sincerely apologize for the inconvenience this issue caused and appreciate Mr. ******* for bringing it to our attention. Thank you! 

• Initial Complaint

  Date:12/16/2024

  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.

  Sparklight cable company redid their system and now my payments are showing as late. My payments was supposed to come out automatically and now I am behind and being threatened to have my cable turned off. I am on a fixed income and cannot be paying unexpected bills. The company states I am now two months behind. I should not have to pay for their mistake.

  

  Business Response

  Date: 01/06/2025

  Upon reviewing the account, it was determined that during the migration to the new billing system, ******* Auto Pay and account information did not transfer correctly. This issue affected a subset of customers known as "fall out" accounts, resulting in ******* auto draft not being processed and late fees accumulating. On December 16, 2024, ***** visited the local office to inquire about the large bill of $268.44. The ************* Specialist explained that the previous bill did not pull due to an error, resulting in two payments being due along with late fees. The specialist waived the late fee.
  
  December 19, 2024 - ************* Supervisor reached out to ***** to address her concerns and frustrations. The supervisor discussed billing information in detail, including bill cycles, dates, due dates, and Auto Pay information.Despite this, ***** expressed frustration with the double charge, especially during the holiday season and with taxes about to be deducted from her ********** address her frustrations and the errors caused by the billing migration, and to retain her as a customer, the supervisor waived the **************** fee of $134.22. ***** stated that she was satisfied and understood the charges and future billing, with the remaining balance of $134.22 to be deducted from her bank account on January 1, 2025. ************* Supervisor left direct contact information for any future concerns.

• Initial Complaint

  Date:12/13/2024

  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.

  Paying for service I am not receiving. Phone internet and cable are always out. They say they will send a tech 2 weeks later. They fix the issue for a day and the same issues happen and cant send a tech for another 2 weeks. They offer to add a credit to the bill 2 months out in February when the problem has been happening since October

  

  Business Response

  Date: 01/06/2025

  Following the receipt of Ms. ****** complaint, a technician was sent to the neighborhood and discovered issues with the signal. Repairs were made to remedy these issues. The technician verified with the customer that all services were operational and advised them that additional work would need to be done to complete the area upgrades. The customer has been issued a credit in the amount of $80.80. We sincerely apologize for the issues the customer was experiencing and appreciate her for bringing them to our attention. Thank you!

• Initial Complaint

  Date:12/12/2024

  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 been without internet for hours and days throughout a week and at one time 6 1/2 weeks and they didnt care and the ladies in the office were rude so we dealt with the toll free number and they would let us know that our entire culdesac was out and send a tech out to fix it and an hour later its down or they sent the wrong tech and they couldnt fix it and we had to wait from Friday at 4 until Monday at 9 and we purchased a football package for $125 a month we cant watch and the lady in the office said you purchased it we dont guarantee you services and we said yes you do! Lighting fast uninterrupted 1g of speed and weve got nothing with 2 disabled women in the house twiddling their thumbs

  

  Business Response

  Date: 12/18/2024

  Following the receipt of the complaint, technicians were sent to Ms. ********* neighborhood where they balanced 3 amps and 6 LE's on her side of the node as well as replaced a bad module. Our Field Technical Supervisor reached out to Ms. ******* after these repairs were made and confirmed that her services were working properly. The customer has been given two credits; one for the amount of $70.82 and another for the amount of $33.71. Our ************* Supervisor has provided Ms. ******* with her contact information in case she has any further issues. We apologize for the inconvenience these issues caused and appreciate Ms. ******* for bringing them to our attention. Thank you!

• Initial Complaint

  Date:12/09/2024

  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.

  internet issues have complained numerous of time of service . have spoken to retention also , always the same issue were looking into it . need the speed i currently have , the other options in the rural area do not even come close . several of the technicians that have come to repair , have mentioned you live in New Plymouth and the services are so old it would be to expensive to replace . I have no disconnects or late payments . I report all issues . i would just my service to be up and running .

  

  Business Response

  Date: 12/16/2024

  Following the receipt of Mr. ******' complaint, the customer was provided with an Eero device which made a significant improvement. We have also issued a one month credit in the amount of $76 and an appointment has been set for tomorrow, 12/17/24 between 8AM and 12PM. We apologize for the issues Mr. ****** has been experiencing and appreciate him for bringing it to our attention. Thank you!

  Customer Answer

  Date: 12/16/2024

  I was never given a eero nor did I say it has improved anything , still have problems with timeouts and thus has been going for months . Do they regularly do maintenance on the equipment out in thus area , not satisfied at all . I got the call on a Friday 12/13/2024 so a little upset about 

  

  Business Response

  Date: 12/16/2024

  I sincerely apologize for the miscommunication. I misunderstood the information that was provided. The modem was switched out and the fittings were checked. An Eero was only recommended at the time, not provided. Per our prior response, the appointment has been scheduled for tomorrow, December 17th and we will work to correct the customer's service issues at that time. Please follow up with us directly if there is anything further needed following your appointment. Thank you!

  Customer Answer

  Date: 12/22/2024

  again having problems my wife works for a medical doctor office and works from home , requiring a vpn for hippa privacy . Friday morning was working able to connect to the vpn that is required . Have 3 different vpns her work and 2 vpns one for schooling and the other for paying for payments.  Not able to connect at all with her work vpn or the school one and one for payments.  Upload speeds are at 25 . Thus very frustrating.