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

  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:12/09/2024

  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 returned my equipment on the 3oth of September and Im due a credit of *****. They said it would be the 8th of November I would get it, but it did not show up. They then said it would be the 4th of December. Now they say it would be 4-6 weeks. I have been waiting but they keep giving me a run around. They disconnected my service twice before I disconnected it myself and that is what prompted me to do this.

  

  Business Response

  Date: 12/13/2024

  Following the receipt of Ms. ******** complaint, one of our associates filled out a Request for Manual Subscriber Refund form and sent it to our cash management team asking for a refund check in the amount of $87.32. Our **************** Manager requested that a rush be placed on the check. A check will be cut and mailed out to Ms. ****** on Monday, December 16th. Our associate called Ms. ****** and left her a message with the details. We sincerely apologize for the delay and appreciate Ms. ****** for bringing this to our attention. Thank you!

   

• Initial Complaint

  Date:12/08/2024

  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.

  I have called tech support 4 times since 12/4/2024 to get help with my internet service. The first call they scheduled someone for 12/24/2024 to come out however it was later escalated to dispatch to have someone out sooner. I work from home and this continuous service outage is costing me $400 A DAY in lost hours from work. Unless Cable America/Spark light wants to cough up the money for my lost wages, I would greatly appreciate someone coming out to fix my internet. Its been four business days

  

  Business Response

  Date: 12/13/2024

  Ms. ****** called in regarding no connection on 12/4/24. Our tech support performed trouble shooting over the phone and were able to get the modem back up, but it had a very low upstream. At that time, they scheduled an appointment for a technician to visit the residence. On 12/10/24, a technician went out to Ms. ******** residence and swapped out her equipment and plume and also installed a 3-way splitter to fix her signal issues. Our **************** Manager followed up with the customer to verify that her services were working properly and she stated that the issue had been resolved. We sincerely apologize for the inconvenience this issue caused and appreciate Ms. ****** for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 12/13/2024

  
  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 at this time. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  That said, the excessive wait times for help are exceedingly frustrating and costly on the consumer. I alone lost out on 3 days of pay as I work from home and I highly doubt that Sparklight will be either crediting my bill or paying me for lost wages. I am not the only consumer locally who works from their home and many cannot afford to take such a large impact on their pay, but especially before the holidays.
  
  Regards,
  
  ***** ******
  
   

  
  

• Initial Complaint

  Date:12/06/2024

  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.

  For the past few months we have not been getting the internet speeds we pay for. Upload speeds at night are usually what we pay for and we never have any complaints. But lately the upload and download speeds are not what we are paying $137 a month for. Especially when we are supposed to have FIBER internet yet the speeds are worst than dial up and continue to get worse the later in the night it gets. **************** always asks the same questions but ITS NOT OUR END OR OUR EQUIPEMENT! ITS THIER INTERNET THAT THE PROBLEM. We are tired of the lack of transparency, poor customer service, the pathetic $10 credit they offer ONLY when anyone complains. WE DESERVE BETTER!

  

  Business Response

  Date: 12/16/2024

  Our Director of Regional Operations called and left voicemails for both telephone numbers listed on the account and sent an email to the address on the account as well. We have not received a return phone call or email from Mr. ******** Our Director of Field Operations has informed us that the node Mr. ******* is on is scheduled to be split in early 2025 which will help alleviate any service issues they are experiencing. We encourage Mr. ******* to give us a call or email us back so that we can assist him further. Thank you!

   

• Initial Complaint

  Date:12/04/2024

  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.

  Sparklight recently merged with ********, the company providing my Internet for over two years. Sparklight is now offering a promotion of ***** for the same internet service that I have being paying twice for over two years. When I asked the salesman, ******, for the promotion price, he said there was no restriction listed for old customers and then said no, he wouldn't give me the promotion discount. The manager, ********, said that the promotion was only for new customers, not old customers. When asked where this restriction was listed, she said it was in the "restrictions applied" area. When asked, she did not know what that was. I called Cable One, the owner of Sparklight. They said I didn't have an account. I talked to sales department, ****, she said the restrictions where concerning geographic regions and there was nothing in restrictions regarding old versus new customers. When asked if I could get the promotional price, she "no", she was only allowed to give that to new customers. In other words, there is no reason in their own rules why I can't receive the promotional price. That is false advertising.

  

  Business Response

  Date: 01/14/2025

  We have made multiple attempts to contact Ms. ****** and have been unsuccessful. We encourage Ms. ****** to contact us directly so that we can further discuss this matter with her. Thank you!

  Customer Answer

  Date: 01/14/2025

  I have called the company numerous times and, after being put on hold for 25+ minutes, they will say nothing can be done. That the advertised lower rate is not available to me although there are no restrictions on the ad. Is that legal?

  Also, they misspelled my name. 

  Also, they have "retaliated" by interrupting my service, downgrading my service. Is that legal?

  Again, we are in a very rural area and options for **************** is limited.

  ***** Stumpff 

  

  Business Response

  Date: 01/23/2025

  Following the receipt of Ms. ********* rebuttal, our customer service manager was able to reach the customer to go over the details of her account. While we weren't able to offer her the 1G promo meant for new customers, we were able to apply a $10 a month discount for 10 months. Ms. ******* was satisfied with this result. We apologize for any miscommunication and for the former mispelling of Ms. ********* name. Thank you!

• Initial Complaint

  Date:11/21/2024

  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.

  Sparklight has increased our bill. I was trying to inquiry as to why and making the call to Sparklight was problematic during the entire process. First the computer said it had my phone number attached to an account. Then it ask if this was the account tied to the phone number. I said yes. Then it ask for the last 4 of my social. Then it ask for my account number. It had already told me that is had my account to the phone number. I wanted to talk to someone not a computer. After minutes playing games with the computer. The only person it would send me to was Technical Support. *** answered the phone. I told her I wanted to speak to a supervisor. She had to get all my information again because the computer did not give it to her. REALLY, why have a computer answer your phone if it does not have any information. I gave *** my information and she ask me why I called. I told her it was about billing and the wasting of my time on the computer answering machine. She said that she could not send me to a manager, she would have to send me to billing and they would have to get me a manager. She transferred me to billing where *** pick up. She told me that I would have to wait 3 business days for a Manager to call me back. REALLY, Sparklight doesn't have supervisors on staff to be transferred to. *** was not helpful at ALL. One of two things occurred in this phone call. Either *** doesn't know what she is doing or *** does not care about customer service or MOST OF ALL ********************** DOESN"T CARE ABOUT THEIR CUSTOMERS!!!Which one, ones, or all of them apply.

  

  Business Response

  Date: 11/22/2024

  Following the receipt of Mr. ******** complaint, our ************* Supervisor contacted the customer to explain the bill increase. She found that Mr. ******** phone number was associated with a secondary account that was causing issues with the **** We have removed the phone number from that account to alleviate further issues. We have also offered the customer the ** 1 Gig for $5 less per month as well as issuing a one time $5 discount as a courtesy to offset the current bill. We apologize for the inconvenience this issue caused and appreciate Mr. ******* for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 11/22/2024

  
  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.

  Something that the business should remember for future issues.  They are a Technology Company.  They advertise speed of service.  It is evident by this complaint that speed in customer service is not first and foremost in their business model.

  I will be waiting for their action and future issues that arise.

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

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  My husband and I work from home, so reliable internet is very important to us. We use sparklight residential and have been having issues with reoccurring fiberwire cuts causing outages. Their website advertised internet service protection as part of the small business internet. We called after seeing no contract was required. I made sure to verify that we would be covered if there was a fiberwire cut, and that it would fit our needs before signing the contract even though it wasnt advertised that way. We received a call from a *** who said he is an engineer with sparklight and were told that when the lines cut, internets out for everyone and that I should cancel my new contract as there is no backup internet. I called to verify we had what we asked for, and to see if we can get out of the contract if not. After hours of transfers and of speaking to several ***s who didnt seem to know how their product worked, we finally spoke to someone who told us that when a wire is cut our internet would be fast enough to keep working. When the installer arrived, I asked if we had internet service protection we signed up for. He informed me that it was not part of our plan at all, and even if it was, the speed was only enough for payment cards so it wouldnt fit our needs anyway. I quickly called again to cancel my contract as I was still in the contract cancellation **************** reiterate my main complaints:-I feel deceived after explaining to the sales *** what I needed, just to find that I was sold a 3 year contract that didnt fit my needs-Its deceptive to advertise no contracts needed, and then they try to sell you a 3 year contract when you call-I spoke to several ***s over the last few days trying to find out if I signed up for what I needed. They all gave me different answers and seemed wholly unaware of what product they were selling--Im very frustrated I wasted so much time trying to find out if I bought what I needed, only to be mislead over and over again.

  

  Business Response

  Date: 11/25/2024

  Following the receipt of Ms. ******* complaint, our Business Sales Manager contacted the customer. She stated that the root cause of the issue was a fiber cut in the area. When she had spoken with a representative in our call center, they had attempted to convert her residential account to a business account and did not explain or educate Ms. ***** on our cradle point solution. The fiber cut has since been resolved, the business account has been disconnected, and Ms. ***** stated that she is happy with her residential service. She was given our contact information and was asked to keep us posted if there is anything further we can assist with. We sincerely apologize for the miscommunication and appreciate Ms. ***** for bringing this issue to our attention. Thank you!

  Customer Answer

  Date: 11/25/2024

  I feel this response is not adequate and did not resolve my issues.  Yes, now that the fiberwire has been fixed, my residential service is working again. However, that wasnt my complaint.  My complaint is that I feel that I was deceived into buying a 3 year contract that did not fit my needs when I was very clear talking to multiple people at Sparklight, the specific needs I have.  When attempting to confirm I signed up for the service I needed, I was deceived further by your agents for 2 more hours being transferred repeatedly and still not getting a straight answer. At the end of this call, I was told that the Eero was the backup service when that was only a router.  It was not until the installation man showed up that I got a straight answer and was able to cancel my contract before it was too late.  It shouldnt have taken 3 hours and an installation appointment just to find out the service advertised that I thought I was transitioning into after asking lots of questions should never have been sold to me in the first place as it was deceptive advertising. 

  

  Business Response

  Date: 11/26/2024

  We sincerely apologize for the misinformation that was provided to Ms. ****** These issues have been addressed with the employees involved and we will make sure that it is addressed in training of future employees in order to prevent any future miscommunication. We acknowledge that this situation was not handled as it should have been and we are committed to providing more accurate and clear information to our customers moving forward.

  Customer Answer

  Date: 11/27/2024

  
  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:11/06/2024

  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.

  I called many times and never did I get a employee to check the modem. The system was slow, would stop, freeze up, finally the employee said you have a old modem ....only when I said I was stopping the service. They refused to send a box for old modem I rented all these years four years. I was told I had to deliver it some 200 miles away to return. Next they charged me add on fees. Next penalization fees. I sent all the evidences of arguments with the trying to stop service after they failed me and I was told to keep paying more bills. This penalzation fees were numerous ever month as I struggled to pay the day I received bill again a late charge free. Fees not remediated or forgiven with apology from them. Now final bill they are over charging. I do not owe this fee at all. I told them to send employee here in town to pick up old out dated modem. They did not. They never ever listened. I am not living in a city. I live in a small farming community so no ubers. I want my money refunded. I paid to them set up charges. I do not owe, they owe me.

  

  Business Response

  Date: 11/08/2024

  Following the receipt of Ms. ********* complaint, one of our technicians visited the residence to pick up the modem. We have also refunded the charges to Ms. ********* account. We sincerely apologize for the misinformation that was given to the customer and appreciate her for bringing it to our attention. Thank you!

• Initial Complaint

  Date:11/05/2024

  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.

  Sparklight truck came to the pole in front of our house am today. Later after 12 we notice internet not working. I called technical support. They said they could not get anyone out till friday the 8th. They should be back today for thier error. I ask to speak to a supervisor. Said they would forward to supervisor. Told i want a call within half hour. I call back 115 pm. Man sd it could take hours to get a call back. Now 334pm no call. This is not reliable services. Thier error. They should fix asap.

  

  Business Response

  Date: 11/14/2024

  Following the receipt of Ms. ********** complaint, one of our technicians was sent to the residence. The issue was identified as a short in the plant near the customer's home. The issue has been repaired and a credit has been issued to Ms. ********** account. We apologize for the inconvenience this issue caused and appreciate Ms. ******** for bringing it to our attention. Thank you!

   

   

• Initial Complaint

  Date:10/31/2024

  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.

  This company is my ISP. At the time of writing, they have left me (and many others) without internet for 4 days.They have provided no time line for when internet will be restored.They refuse to provide updates on the issue.They have told me 7 times it will be resolved soon the 8th time they said they dont know when it will be resolved.They have a monopoly on the area for internet service.They will offer no credit for this, even though it is directly impacting my work life as I work from home.They are still charging me for service even though it is unavailable.

  

  Business Response

  Date: 11/15/2024

  Following the receipt of Mr. ******* complaint, it was discovered that the issues the customer was experiencing were due to a problem with our "Stop Gap" provisioning tool. This has since been resolved and the customer's modem has been showing online with active signals. Our ************* Care Specialist attempted to contact Mr. ****** but was unable to reach him. They left a detailed voicemail explaining the situation and provided a callback number for the customer to reach out to. We have also credited Mr. ******* account a two week credit in the amount of $41.78. We sincerely apologize for the inconvenience this issue caused and appreciate the customer for bringing it to our attention. Thank you!

   

   

  Customer Answer

  Date: 11/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am reluctant, I will accept the response. 

  I would just please ask for a reform in how information is desiminated to customers. (Or creating any form of communication at all.) The only method of getting any update on the issue was calling and waiting for a call back. Most of the time, the poor CSR calling back wasn't able to provide an update because even they were not given information on the situation. I am grateful as well, for the credit to my account, but I am still coming out in the red due to having to purchase a hotspot and data plan for the hotspot, as the outage went on for a total of 7 days. Internet is essential to my work, and now whenever there is a small outage (as there was last night) I cringe at the thought of this experience.

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

  
  

• Initial Complaint

  Date:10/19/2024

  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.

  - Monthly Subscription - $100 a month for almost 2 years.- Sparklight is committed to quality customer service, but we were left in the dark multiple times about our internet issues that were completely determined to be on Sparklight's end. We called in multiple times over multiple weeks with complaints and we were given no real answers. They seemed like their top priority was getting us off the phone, and they did not seem to care that this issue was impacting multiple people in the house's direct working ability. We eventually got transferred to the billing department, who would not let me discuss my billing and potential reimbursement for the month as we have now been out of a reliable internet connection for 3 weeks. She instead was trying to explain to me the cause of our internet issues, and how we just have to wait. We also found out from billing that the tech who came out to our house did not leave a report that he showed up, so Sparklight internally had no information on our issue. When we inquired about obtaining information on when we could get a tech out, they said it was outsourced and gave us no timeframe or further information. When I tried to push for further information I was forced to take a $25 credit onto my account that I did not want and that was the only resolution they attempted to provide. We were then told that the local Sparklight office in ***** would contact us within the next 24 hours. 3 days later they have made no effort to contact us. We were also told by the tech support line that the local office has no phone number we can call, and they have to reach out to us.- The nature of this dispute is the lack of communication and information for any reason or timeline as to when our internet is down and when it will be back up. As well as the total disregard of customer service and mishandling of our case.

  

  Business Response

  Date: 10/25/2024

  Our Field Technical Supervisor spoke with the customer earlier this week regarding the service issues. He went out to the residence and replaced the drop cable feeding the home and replaced the ground block and the wall plate in the bedroom. Following these changes, the signal improved. There is also an issue with a squirrel chewed feeder that is currently being addressed. The customer has been given the office number to contact us if there are any further issues. We apologize for the inconvenience and appreciate the customer for bringing it to our attention. Thank you!