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, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
• 

  Cable One, Inc.

  99 Bisbee Rd Bisbee, AZ 85603

  
• 

  Cableone

  1930 Brewer Road Dyersburg, TN 38024

  

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:09/18/2022

  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 have been paying for a service $120-130 per month that has had issues with service since the date of installation. The company has been out here multiple times per month with issue unresolved. The last 3 times a sparklight tech was to come out to replace the modem, they never showed. I reached out to customer service to set up a rescheduled appointment for the 4th time and the customer service refused to set up a service appointment. I have taken off 3 days of work unpaid, my kids cant do their homework, and my husband cannot work remotely successfully.

  

  Business Response

  Date: 09/20/2022

  Following the receipt of the complaint, a member of our customer service department left a voicemail with Ms. **** on September 19, 2022 to inform her that the issues she is having are related to a problem with a cable in her service area that will be replaced by our technicians this week. One of our technicians also attempted to contact Ms. **** last week, but was unable to reach her. Ms. **** was given a credit in the amount of $75.50 on August 1st for the issues she was experiencing and an additional credit will be issued to her account once the cable replacement has been made and we are able to confirm that the problem has been resolved. If Ms. **** has any questions or concerns, we encourage her to give us a call back so that she can speak with us directly. We apologize for the inconvenience and appreciate the customer bringing the issue to our attention. Thank you!

  Customer Answer

  Date: 09/20/2022

  While it may be true that Sparklight issued a $72 credit, that was for the Previous month. For this month (aug-sep), no credit has been issued for over half of down days. I have been told the issue is fixed and no tech will be out to fix my service. In fact, my internet hasnt even worked but maybe for 5 minutes just today. I was told a member of management would be calling to discuss my bill and no phone call has been received. I have also never received any voicemail from sparklight. If needed, I can submit my call log from my ******* wireless bill. 

  

  Business Response

  Date: 10/10/2022

  The hardline cable that had been affecting services in Ms. ****** neighborhood has been replaced and service has shown steady improvement since the replacement. Our customer service team reached out to Ms. **** on September 23, *************************************************************** the amount of $180.25 has been issued to her account. 

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested emergency phone line service from this company for the elevator and for internet service in my building in *****, *******. After several months it became apparent that they could not provide the service requested. We were out of compliance with state regulations for our elevator without the phone line so I moved our service to a new provider. I have cancelled service with them, but they continue to bill us. The are billing for services they are not providing. The address of the service location is ******************************************************************

  

  Business Response

  Date: 09/20/2022

  In researching ****************** account, the first trouble call regarding the phone in the elevator was made on February 2, 2022. When our technician arrived, he noted that the phone was up and running properly and referred the customer to check with the team responsible for the elevator to investigate a possible short in the line. Our technician informed the customer that we do not service the equipment, but that we could be onsite to assist the elevator technician, if necessary. We also had a service order for the customer in April of 2022 where the phone line had been switched from one port to another. Once this was corrected, the line was working properly. We have not had any other trouble calls for this account. On September 7, 2022, the account was disconnected with an outstanding balance of $476.63, which includes a $250.00 charge for two pieces of unreturned equipment. We ask ************** to call us directly should she have any questions regarding the outstanding balance. Thank you!

• Initial Complaint

  Date:09/15/2022

  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.

  Spectrum signed me up for a free trial for internet. Against my wishes, the sales rep added phone and tv to my plan. I have had about 20 employees tell me they would make sure the additional charges for the services I asked to not have, be refunded as an account credit. They continued to call and I continued to jump through all the same hoops. Finally today they told me they were unable to give the credit because too much time has passed. They have been promising to fix this issue for the last 2 months so the too late excuse is not acceptable. I told them I would be filing a complaint.

  

  Business Response

  Date: 09/16/2022

  We believe this complaint was directed to us in error as our company, Sparklight, is not affiliated with Spectrum and we do not provide service in *************. Thank you!

  Customer Answer

  Date: 09/16/2022

  
  Better Business Bureau:
  
  It appears I have made an error and filed a complaint against the wrong company. I will file a new claim against Spectrum. 
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/15/2022

  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 had lived in ********** for about a year and was using cable 1 as my onternet provider. I had to move back to **** abruptly due to my mother becoming I'll and she had my 2 ur old neice at the time. I ledt ********** behind I just found out that cable one owes me whatever I had left on my balance

  

  Business Response

  Date: 09/16/2022

  Following the receipt of the complaint, our **************** Manager (CSM) discovered that we had refunded ****************** with a check, but it was sent to her old address. At the time, we did not have an updated address for the customer. Our CSM called ****************** today to let her know what occurred and that we are currently in the process of reissuing the check to the correct address and will follow up with her once it has been sent. We apologize for the inconvenience and appreciate ****************** bringing this to our attention. Thank you!

• Initial Complaint

  Date:09/14/2022

  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 upgraded my internet through Sparklight to gigabit some time in June and have been having internet issues ever since. I am getting latency problems and got a tech to come out. He verified that it is not my home network and that it is in fact the main line from the pole to their box. They had a line tech come out and he "tried some things" and told my wife that the area is over loaded and his boss refuses to pay and fix the issue. Contacted support immediately and have had 0 contact from our local office even after escalating the issue. Every time I contact support all they say is "we can email your local office again" I'm getting super tired of the extremely unreliable and poor service that I am receiving from Sparklight/Cable One. If I had any other option for internet that wasn't useless I would have cancelled months ago but I do not have an option due to how terrible our ISP's work here. I don't know what else to do since our local office just refuses to even contact me directly or come out and fix the issue...

  

  Business Response

  Date: 09/29/2022

  Following the receipt of the complaint, one of our technicians visited ********************** residence on September 27, 2022. When our technician arrived, he was told that he could not enter the home due to the customer being ill. ****************** stated that they were having latency issues with their equipment. Our technician tested the levels at the ground block outside and the levels came back as satisfactory. The technician switched the filter behind the modem by 3db to help with interference. ****************** stated that the latency was better after this switch, but that he was still having issues with the upload speeds.  Our technician looked up the node and discovered that the utilization was high at 50%. Following this discovery, our technician scheduled the node upgrade for the date of either the evening of October 10th or the morning of October 11th. One of our associates will reach out to ****************** to confirm. We apologize for the inconvenience and appreciate the customer for bringing the issue to our attention. 

• Initial Complaint

  Date:09/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The internet service is absolutely horrible. It goes out at least once a day. If the internet doesnt work her we cannot even watch tv. This is because they changed us to firesticks. The time that is needed by sparklight to get here to fix the trouble is 10 days. We are paying way too much to experience this so often. Cable one was far better!

  

  Business Response

  Date: 09/19/2022

  Our General Manager called ****************** today, September 19, 2022 and spoke with her regarding her service issues. Our lead technician and advanced technician were sent out to the residence. While there, they reconfigured the outlet by taking out the splitters and the house amp. Following this, the signal to the modem had improved. They did see a noise issue in the node that they are currently working on and will have resolved as soon as possible. Our General Manager will follow up with ****************** ** a couple of days to make sure that the issue has been resolved following the repairs. We apologize for the inconvenience and appreciate ****************** bringing it to our attention. Thank you!

• Initial Complaint

  Date:09/08/2022

  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 to get my ex boyfriends account changed into my name. I was told there was a passed due balance on the account and I would have to pay that bill before they could switch it over. I paid the bill in full and requested he be removed from the account. Now months later they have disconnected my service stating I do not have permission to use this account, and they are refusing to allow me to start my own account, they are stating I am living with the person that owes the past due bill. This is complete speculation and not true. I should not be forced to pay other peoples bills or to be denied a service because of another consumers bills. I work from home and my children are home schooled.

  

  Business Response

  Date: 09/12/2022

  Following the receipt of the complaint, we took a look at the account in question and have no record of ****************** requesting a name change. The last three payments on the account were made by telephone and ****************** stated that she was making a payment on her boyfriend or former boyfriend's account. The last payment that ****************** made towards the past due balance was on August 4, 2022. While researching the account, we also discovered that an outstanding balance on $415.32 was turned over to collections in 2016. We are unable to change the name on the account or open a new account for ****************** without these balances being paid. We encourage ****************** to call us directly should she have any further questions. Thank you!

• Initial Complaint

  Date:09/07/2022

  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.

  On 9/6/22 I was scheduled to receive installation of internet from internet provider Sparklight, Cable One.This appointment was scheduled a week ago. The technician said he arrived at my home but did not leave any kind of note per the company policy.I called and spoke with 5 people who all did nothing to further the service being installed, also spoke with a representative who, while on the phone told me she wasn't able to get service installed until 9-14-22 which is 2 weeks from the original date I set account up. I also called today, 9-7-22 and was yelled at by *****, who I told that I couldn't hear him clearly, he then yelled through the phone.After being treated extremely poorly I've decided to file a complaint. I can not connect my air conditioning to nest thermostat due to not having wifi installed. It is very hot in the house with pets and I am an older person, I feel this is not only bad service but a health risk to me and my pet.

  

  Business Response

  Date: 09/09/2022

  When ************** arrived for the installation at ************************ residence on September 6, 2022, he knocked on the door, but no one answered. He also rang the Nest Doorbell, but again, there was no answer. Following the receipt of ************************ complaint, we have scheduled another visit for installation tomorrow, September 10, 2022. We ask that ******************** reach out to us directly if any further assistance is needed. Thank you!

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a judicially signed order of protection against the man next door who brutally assaulted me in May of this year. He was convicted of assault in court. This man continues to terrorize me. The way he does it is to interrupt my internet at the box and/or the splitter on the cable. On the 14th of August he broke into my home. I have REPEATEDLY contacted Sparklight to bury the cable and lock the box. They told me they would do that 3 separate times. They did not, even though they WERE aware that law enforcement was involved and had urged me to get Sparklight to ensure this would not continue as each time the internet is interrupted my surveillance cameras do not work. Finally Sparklight employee **** on the 24th of August told me that it was dangerous for me not to have this taken seriously. He bypassed the call center who did not believe my safety was important enough to bother with. **** called the technician directly who then called me. The tech had me go outside and see if the box seemed to have been messed with. I took photographs of the box standing open with cables outside of the box. The tech assured me he would send one of his men out first thing the next morning and that I did not need to stay home from work. Nobody bothered to come the next morning. On the 26th there is a strange man on my cameras knocking on my door. That evening I went to check the box and cable. The cable HAD NOT been buried and Sparklight's idea of locking the box for my safety was ZIP TIES. These wonderfully "secure" ZIP TIES had been cut and the cable was again hanging out of the box. Sparklight, very unfortunately is the only provider available at this address. Maybe my life is of no worth to Sparklight or its employees or management, but it is pretty important to me. My grandbabies are not even allowed to come see me anymore because my son and daughter-in-law don't feel that it is safe for them here. Truth is it's not. Because Sparklight DOES NOT care about people!!!!!!!

  

  Business Response

  Date: 09/07/2022

  Following the receipt of the complaint, it was discovered that the cable line that **************** is referring to is a satellite cable line that does not belong to Sparklight. Our Field Technician Supervisor will be reaching out to **************** so that she is aware of this and can take further steps to have the owner of the drop cable make sure that it gets buried. We apologize for the inconvenience and hope that **************** is able to have this issue resolved as quickly as possible. 

• Initial Complaint

  Date:09/03/2022

  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 been with Sparklight for over 2 years now. This is not the first time I have contacted the BBB about them. The first time they were formerly known as New Wave. I was having internet issues for over a month and nothing was resolved until I contacted the BBB. A year goes by and I have no issues until they removed their basic 100mb download and 10mb upload plan, so I was forced to upgrade to their next plan which is supposed to be 200mb download and 20mb upload plan. However since I have been switched over I have never gotten the 20mb upload that I am paying for. I also have issues with lots of packet loss that prevent me from using the internet for my intended purposes. I first called on 8/20/2022 and got an appointment scheduled for 8/26/2022. When that day arrives my appointment time was shown as 7:30A.M.-8:30A.M. However by 8:45A.M. I had not heard anything from the company and I had to leave for work so I cancelled the appointment. I called later that day to reschedule and they told me that the next available appointment was September 8th. So I texted the persons number they gave me the last time I filed a complaint and he recognized that there was an "outside issue that is causing your issues" and that it would be worked on first thing 8/29/2022, and that he would check back with me when they are done. When I got home from work on 8/29/2022 I texted him asking if he had an update since I had not heard anything from him and he said "Still working on it please be patient". I let the rest of the week go by with no word from anyone so I texted him again asking for a timeline of when my issues might be resolved on 9/2/2022 at 5:38P.M. and he never responded to me.

  

  Business Response

  Date: 09/09/2022

  Following the receipt of ******************** complaint, one of our advanced technicians was sent out to resolve the issue. ************** repaired a cracked cable found at the plant and optimized the node. He also tightened loose connectors found in the customer's home. Following the repairs, the node health scores for ******************** service area are reporting above company specifications. **************** is happy with the results and we consider this issue to be resolved. Thank you!

  Customer Answer

  Date: 09/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the problem has been resolved. Thank you for your help. 
  Regards,
  
  *********************