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

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
• 

  Cable One

  303 N 4th St Ponca City, OK 74601-4534

  

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:10/16/2024

  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.

  I wanted to look into changing my plan with Sparklight. After several minutes of searching, I couldn't find the option. I contacted support, and they kept insisting on making the change themselves. I prefer being able to see the plan so I can understand its components and what it includes. The representative indicated that "you can only upgrade on the site and that all downgrades have to go through them."This is unacceptable because I have no way of knowing all the limitations or possible throttling. I asked her to change it for me, but she didn't cover anything or provide me with a resource. I've attached my chat.

  

  Business Response

  Date: 11/25/2024

  Following the receipt of Mr. ********** complaint, our Director of Regional Operations has been in contact with the customer regarding the details of his complaint. Our legal team has confirmed that we are familiar with the *** ruling and are ensuring that our company processes and practices remain in compliance with any potential changes that the "click-to-cancel" ruling may require once it goes into effect. We are confident that all customer facing processes and procedures are well within the compliance requirements for all consumer protection regulations as they stand today. Mr. ******** has been provided with our contact information should he have any further questions or concerns. Thank you!

• Initial Complaint

  Date:10/16/2024

  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 had on going problems with Sparklight. We call the customer service line, they say they will contact a tech guy to come out the tech guy comes to the end of my street, never to my house, calls and says the issue is in the lines they need a bucket truck they do not have a bucket truck in our area and they leave. Nothing gets resolved. We have had them come out and re wire the house, still we have issues. Our local office does not respond to emails or any other form of communication, the call service has not been helpful. We have had to complain at least once a month since we got the service. We have complained so many times they lowered the amount we are paying to smooth things over with us- however we still have the Internet cut in and out, it still does not work like it should, we set have to unplug everything and re set it at least once a week. We are extremely frustrated, and disappointed with the service. However my husband works from home and needs the fastest internet and at this time Sparklight is the only choice. We have two lines with Sparklight one my husband's company pays for and one is our home line. So they are getting a good bit of money from us for us to have service that is not reliable and for very bad customers service.

  

  Business Response

  Date: 10/25/2024

  Following the receipt of *** *********** complaint, our Manager of Field Operations called and spoke to *** *********, who stated that her services were working properly after a technician had been in the neighborhood earlier in the week making repairs. *** ********* has been given the office number to call if she has any further issues. We apologize for the inconvenience these issues caused and appreciate *** ********* for bringing them to our attention. 

   

• Initial Complaint

  Date:10/16/2024

  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.

  Notice that Jonathan Norrod is the registered owner, beneficiary and lienholder under State of Colorado Secretary of State UCC Filing Master ID: 2024056500.
  
  I am submitting this complaint regarding Sparklight Internet Service (otherwise known as Cable One) for their refusal to honor my payment made via a negotiable instrument, sent by registered mail (Tracking Number: RF172309015US). Sparklight’s actions are in violation of the Uniform Commercial Code (UCC) and relevant consumer protection laws.
  
  Under UCC Article 3, a negotiable instrument such as the one tendered is a legitimate form of payment if it meets the criteria of negotiability (UCC §3-104). My payment satisfied these requirements, and under UCC §3-603, the obligation is discharged to the extent of the payment tendered when the instrument is refused without cause. Since Sparklight failed to honor the payment or provide a valid reason for refusal as required under UCC §3-501(b)(3), the debt has been discharged as a matter of law.
  
  Furthermore, under the Fair Debt Collection Practices Act (15 U.S.C. §1692 et seq.), Sparklight’s continued billing and collection attempts for a debt that has already been discharged constitutes both a billing error and harassment. Under 15 U.S.C. §1666, this also qualifies as a violation of the Fair Credit Billing Act (FCBA), as they are attempting to collect on an invalid debt after proper payment was made.

• Initial Complaint

  Date:10/10/2024

  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.

  Have never received advertised download speed,cannot get the type router o had,only allowed wireless which is problematic,rude service tech,rude customer service ,

  

  Business Response

  Date: 10/14/2024

  Following the receipt of Mr. Poindexter's complaint, one of our Lead Technicians called and spoke with the customer and offered him a spare switch that we had at our local office that was not being used. Mr. Poindexter accepted the offer and the switch was delivered and set up at the customer's residence today. We encourage Mr. Poindexter to call us directly if he has any further issues. Thank you!

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising 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.

  Internet has been out for more than 24 hrs. No estimated time of completion can be given. This is not in an area that was affected by Hurricane ******. Its in *******. I pay for this service monthly and would like to receive the benefits.

• Initial Complaint

  Date:09/30/2024

  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'am filing this BBB Compliant against CableOne / Sparklight, not because I was wanting to but out of necessity! I know a lot of companies don't take kindly on people or customers filing ******************** complaints against the companies! I felt like I needed to make my issue and concerns know! This past Friday ( Sept. 27 ) at 8:00 in the morning, my service went out and didn't come back on till Sunday ( Sept. 29 ) afternoon around 2 or so! Where I live they are repairing the roads, so as soon they started working on the roads, my service went out! In a matter of just a few days last week, my service went out twice! So within a week, I had lost service 3 different times and it was off all day! This past weekend, after calling Tech Support multiple times and every time I call, I got a different story about why my service was out and got the run around about when service was going to be restored! ***. the 28th I called literally 5 or 6 times asking them to please roll a truck to my area and get service restored! I even talk to a Tech Support Supervisor who didn't understand or know why the ***************** was not rolling a truck to restore service to me and 13 others that had absolutely no service!My little brother woke me up at 2 am Sunday morning to let me know that the Sparklight website said the outage was no longer showing, but yet we still had absolutely no service!I call Tech Support and the agent told me that everyone else was showing green, but me! To me it made no sense especially being without service for 48 hours! Well around 2:15, me and my little brother was playing Uno and I looked at the modem it was showing solid green! So I called the 877 # and my Tech appointment had been automatically cancelled! Agent told me that the main line had fixed! Offering me a couple of dollars in bill credit isn't sufficient or suffice for me! Account # ********* I knew that I wasn't crazy and that my service was legitimately out! Please Sparklight, make it right!

  

  Business Response

  Date: 10/02/2024

  Following the receipt of Mr. ******* complaint, our Director of Operations followed up with the customer. On 9/20/2024, a construction crew cut the main line causing an outage at Mr. ******* residence. A temporary line was placed to restore service and the property manager was advised how to remove the line to prevent further damage from occurring while construction was completed. On 9/25/2024, the line was removed to continue construction on a driveway and reconnected once work was completed. On 9/27/2024, the temporary line was removed again to continue construction and was never reconnected. One of our technicians was dispatched and spoke with the construction crew onsite and they were advised to call us or connect the line upon completion of the work. We were never contacted following that conversation. On 9/29/2024, our Network Operations team contacted one of our local technicians to follow up on the outage and it was discovered that the crew had not reconnected the line. We apologize sincerely to Mr. ****** for the miscommunication and the time that he went without service. We have offered him a credit in the amount of 1 month of *********** for the inconvenience. A credit in the amount of $48.55 has been provided to resolve the issue. 

  Customer Answer

  Date: 10/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution somewhat acceptable, but not okay with me. I will consider this complaint resolved.

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

  
  

• Initial Complaint

  Date:09/26/2024

  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.

  30+ years of being business 9-20-24 was my last day. At 66 my manager wants to retire and me 72 my health won't allow me to run my business. 9-23-24 call to cancel phone - internet. Was told I had 3 year contract and it would cost me $2068.18 to cancel, amount remaining on contract. Other option transfer phone - internet to personal home for ****** + taxes and modem fee for 16 months. This is $33.00 per month more than what I pay now for a service I'm completely satisfied with. Add to that I have no business now. Had to end call because low phone battery. Call back 9-24-24 and was connected with residental ******** checks home address and says will have to do survey to if I can get service and that could be 3 days. Mean while at this writing the is still on and the meter running. I've been a customer for over 6 years and always paid my billon time. I have no income from the store to pay this $2068.18 now and do not want Sparklight's over priced service in my home. I have no business why do I need business phone - internet. I would like for Sparklight to shut off phone - internet effective 9-23-24 and waive this outrageous $2068.18 cancelation fee. This type of business is not acceptable.

  

  Business Response

  Date: 10/01/2024

  Following the receipt of Mr. ******* complaint, we have disconnected his account, applied a credit for the amount of the balance remaining on the account and have waived the Early Termination Fee. We appreciate Mr. ***** for reaching out to us regarding this matter and are grateful for his years of business with us. Thank you!

  Customer Answer

  Date: 10/02/2024

  
  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,
  
  Comfort Furniture ******************************. Al. ***** # ********* *****
  
   
  

• Initial Complaint

  Date:09/26/2024

  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.

  After 30+ yve been ears in business 9-20-24 was last day. At 66 Mgr. wants to retire and at 72 health won't allow me to run store. 9-23-24 call to cancel phone - internet. Was told I had a 3 year contract and it would cost me $2068.18 to cancel, total amount of contract. Other option transfer business phone - internet to home for approx. $128 per mo for 16 mo. This is $33.00 per mo. than I pay for a service I am completely satisfied with. Add to that I do not have a business now. Had to end call, low battery, Call 9-24-24 and connected with residental ******** checks home address and says will have to do survey to see if I could even get service and that could be 3 days. Mean while at this writing the phone is still on and the meter is running. I've been a customer for over 6 years. always paid bill on time. I have no income from store to pay this $2068.18 now and do not want there over priced service at my home. I have no business why do I need a business phone - internet. I would like for Sparklight to please shut off phone - internet effective 9-23-24 and waive this outrageous $2068.18 cancelation fee. This type of business can not be acceptable.

  

  Business Response

  Date: 10/01/2024

  Following the receipt of Mr. ******* complaint, we have disconnected his account, applied a credit for the amount of the balance remaining on the account and have waived the Early Termination Fee. We appreciate Mr. ***** for reaching out to us regarding this matter and are grateful for his years of business with us. Thank you!

  Customer Answer

  Date: 10/02/2024

  
  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:09/26/2024

  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.

  Approximately three months ago Sparklight replaced our phone Modem. The pretend Tech person did not know what he was doing. Immediately we did not have phone service. He became frustrated and left telling us it was our home wiring. I immediately contacted Sparklight and they sent another tech out within two hours and found a plug had not been correctly plugged our smart panel and the phone began to work. Since then, we have had stuttering dial tone issues 5 or 6 days a week. We have discovered if we call our land line using our smart phone, we can reboot the phone modem. I have contacted Sparklight 4 times asking for a supervisor to contact us. Each time the tech support person said they would send an e-mail to the supervisor desk to have them contact us. Never has a supervisor responded. Last night we had an urgency situation and had to call for help and again were unable to use our land line. Online it describes stuttering dial issues with Sparklight to be a Sparklight voice mail issue. We do not have Sparklight voice mail. We are two seniors just asking for contact by a Sparklight supervisor to correct our land line issue which did not exist for over twelve years prior to them installing a new phone modem. Can someone at Sparklight PLEASE be professional!!!!

  

  Business Response

  Date: 10/01/2024

  Following the receipt of Mr. ******'s complaint, one of our technicians visited the residence and discovered that the issue was a call blocker. The technician bypassed the equipment and made multiple test calls without any issues. Mr. ****** is aware of the findings and agreed that we found the source of the issue. We have issued a credit in the amount of two weeks of service for the delayed response time. We apologize for the inconvenience this issue caused and appreciate Mr. ****** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 10/01/2024

  
  
  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:09/24/2024

  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.

  Hello. I've had issues with tv/internet services for the last 3 months. I've called tech support numerous times and had several techs out to my home . Been told it's an area issue and that the issue is being resolved over and over again. Nothing changes. I'm paying a lot of $ monthly and not getting the services promised. Please help me. I am retired and on a fixed income. I have taken copious notes about dates, calls, problems encountered, tech visits, etc. Please contact me if further details are needed.

  

  Business Response

  Date: 10/01/2024

  Following the receipt of Ms. ****** complaint, one of our associates spoke with the customer regarding a line issue that we were experiencing that was repaired and has corrected her service issues. We also spoke to her the following day to confirm that everything was working well and cancelled the trouble call that was scheduled. We have given her our direct number in case she has any future issues. We apologize for the inconvenience these issues caused and appreciate Ms. ***** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 10/03/2024

  The business did respond to my complaint and repairs were supposedly done on 9/26/24.  Issues continued and a "line tech" was to my home on 9/30/24.  However, the issues have continued.  Therefore I do not wish to "resolve" this complaint at this time.  Thank you for your attention to this matter. 

  

  Business Response

  Date: 10/23/2024

  Following the receipt of Ms. ****** rebuttal, our team visited the area and resolved SNR and Balancing issues by replacing equipment that included multiple drop cables, passive devices, and an amplifier. The customer was also experiencing issues at her home with WiFi interference and Fire Stick issues. To resolve these issues, we installed a force one box and centralized an EERO router in her home. Following these fixes, Ms. ***** stated that her issues were resolved and that she would reach out to us directly if she has any further issues. We sincerely apologize for the inconvenience these issues caused and appreciate Ms. ***** for bringing them to our attention. Thank you!