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

  
• 

  Cable One

  618 N Main St Altus, OK 73521-3112

  
• 

  Sparklight

  100 N Victory Rd Norfolk, NE 68701-6800

  
• 

  Cable One, Inc.

  319 College St Columbus, MS 39701

  
• 

  Sparklight

  319 College St Columbus, MS 39701

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had intermittent internet with loss of connectivity and speeds under 10 Mbps for the past 2 weeks. Numerous calls have been made, set up an appointment with a field tech who looked at equipment in the home and all is good, and have tried to reach them for assistance on social media and via their chat portal. This area has outdated equipment and lines and they are aware of it and have done nothing to fix it in 5 years. We experience issues like this 2-3x per year with down time that lasts up to a month at a time. When I call the call center they tell me it is our equipment - we have a call and nothing wrong. They will even tell me this when others in the area are completely without internet too. E.g. called today and ******* informed me my equipment is at fault after a tech visit on 1/14/25 and when I mentioned my daughter's and our other neighbor is out he told me they must have poor connectivity and their equipment is to blame too. That is a funny coincidence. I have asked for a call back from management at the local office and they refuse. I have 5 years of trying to work this out with them to no avail. they were just bought out by Sparklight and it is the same thing over and over. Horrible customer service and horrible internet service. They promise 24/7 access to tech support but we don't have it because we are still on Cable America's old system. They also promise reliable speeds and reliable internet connectivity which isn't happening.

  

  Business Response

  Date: 01/24/2025

  Following the receipt of Ms. ************ complaint, our ************* Supervisor, our Director of Regional Operations, and our Field Technical Supervisor have all been in touch with the customer. We currently have technicians in Ms. ************ neighborhood actively working to resolve the issues that are occurring in the area. In the meantime, we have applied a credit in the amount of one month's service to the customer's account and she has been given our direct contact information if she has any questions or concerns. We sincerely apologize for the inconvenience these issues have caused and appreciate Ms. ********** for bringing them to our attention. Thank you!

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my sparklight business account on 12/30/24. I was told that the account was cancelled. On 1/10/25 i received a bill from sparklight. After looking into the matter, the person who we sold the business to reactivated our account. This was highly upsetting, as the new owner had no correlation or association with the account. The person who bought the business has been highly manipulative and unkind and i am very upset that he was able to restart my account.

  

  Business Response

  Date: 01/23/2025

  Following the receipt of Mr. ********* complaint, it was discovered that the mistake that was made on our end was corrected and the former customer was refunded the amount that he was billed. Our ************* Supervisor reached out to Mr. ******* to discuss the details of his complaint and he stated that no further action was requested, but that he wanted to file a formal complaint to be further heard. We have sent internal feedback to the associates who did not follow standard operating procedure so that this does not happen again in the future. We sincerely apologize for the inconvenience that this mistake caused and appreciate Mr. ******* for bringing it to our attention. Thank you!

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay $130 a month on average for my home internet. We have been experiencing issues monthly with outages and drops in service and continue to be billed the same. If I lose internet for 1 week out of the month my bill should reflect that on my monthly statement. At an average cost of $4.25 cents per day I have spent HUNDREDS of dollars over the course of our agreement on absoultely nothing, not a lower data speed or lag issue. This is no different than going to a restaurant and ordering a meal with a drink, not receiving said drink and still being billed for the aforementioned drink. Notice, even in the screenshot the estimated time was over 1.5 hours prior to the current time.

  

  Business Response

  Date: 01/30/2025

  Following the receipt of Mr. ********* complaint, our Supervisor of ************* reached out to the customer to go over the details of the changes that have been made to his account. These changes include a reduction in his monthly bill to $58.93 instead of the $130.35 that he had been paying, a credit in the amount of $30 due to the outages he experienced on 1/13/2025, an additional credit in the amount of $40 for an overage fee, and the $100 deposit that he had on his account has been credited to the current balance to offset the amount that was currently owed. Mr. ******* has been emailed a copy of the adjustments and he stated that he is very pleased with the outcome. We apologize for the inconvenience these issues caused and appreciate Mr. ******* for bringing them to our attention. Thank you!

   

  Customer Answer

  Date: 01/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *******
  
   
  

• Initial Complaint

  Date:01/13/2025

  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 was promised I would be contacted by a district manager by both the Lebanon, ********* and by the agent on Sparklight's toll free number. Auto payment arrangements were dropped without notice and a late fee was assessed. Late fee established on the Sparklight website was ignored and payment is being taken on the first of the month rather than the promised 9th of the month. Whenever I call Sparklight I can be on hold for hours with no one answering the call. The public needs to be made aware of the bait and switch that will happen if they contract with Sparklight. Sparklight will be more than happy to hook up service but then never provide any customer service after that.

  

  Business Response

  Date: 01/17/2025

  Following the receipt of Mr. ******** complaint, our **************** Manager spoke with the customer and requested that one of our associates change the billing cycle on Mr. ******** account so that his autopay would pull on the date that he requested. It was explained to Mr. ****** that there would be proration for the extra days between payments, but that this amount would be credited back to the account as a courtesy for the trouble. Mr. ****** was satisfied with the outcome and was given our manager's direct number to call if he has any issues in the future. We apologize for the inconvenience this issue caused and appreciate Mr. ****** for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 03/02/2025

  Despite what Sparklight thinks and states in the response to my previous complaint the complaint is NOT RESOLVED and I am NOT SATISFIED. Sparklight has applied a retalitory rate increase of over $15 dollars a month. This rate increase was done without notifying me - the increased amount has been taken out of my credit card for at least two months with ABSOLUTELY NO NOTICE OR AUTHORIZATION. Before Sparklight instituted their drastic and unauthorized changes on my account, my due date was the 9th of every month. The due date was changed to the first of the month WITHOUT PRIOR NOTICE OR AUTHORIZATION. When Sparklight took over, they canceled my auto pay and then sent me a bill delinquency notice and a late fee was assessed. I have had this account for many, many years with every bill being paid on time if not early. The response to my last complaint was not even close to an accurate description of our phone conversation. The customer service manager admitted that the Sparklight billing system is broken (exactly those words). Sparklight is not an ethical company and the regularly engage in unethical business practices. At this point, I don't think that Sparklight has any intention of being an honest company. At this point I would be willing to pay a competitor to Sparklight more money for slower Internet speeds so I can get honest, ethical, dependable service from a company I can trust. DO NOT close this case or consider it resolved until I say it is.

  

  Business Response

  Date: 04/22/2025

  Following the receipt of Mr. ******** rebuttal, one of our associates contacted the former customer yesterday, 04/21/2025, to ask Mr. ****** if there was anything we could do to resolve this issue. Mr. ****** stated that as far as the BBB complaint is concerned, the matter has been resolved and that he is not currently interested in coming back to Sparklight as a customer. 

   

• Initial Complaint

  Date:01/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have internet service with Sparklight and my internet is out all the time I am constantly getting outage alerts from them and on week they just leave the service out all weekend but they still charge me for full service please ask them to reimburse me for all this outage and PLEASE PLEASE PLEASE fix the service its out right now Im using my cellphone service which might I add is not out to report this included is just a few screenshots of outages I took I forgot to rage screenshots of all of them

  

  Business Response

  Date: 01/16/2025

  The issues that Mr. ***** was experiencing were caused by a car that hit one of our utility poles. Once the construction and fiber construction repairs were completed, his services returned to normal. In addition to this outage, we also had several outages in the area last summer that were driven by storms and a large maintenance project. We contacted Mr. ***** and visited his home to verify that his services were working properly. We are also installing an Eero device to bring his residence up to the latest technology. We sincerely apologize for the inconvenience these issues caused and appreciate Mr. ***** for bringing them to our attention. Thank you!

  Customer Answer

  Date: 01/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am newer with Sparklight. I have had a technician come out 3 different times to fix our internet issues. This last time I was charged $45.00! I have never been charged before!!I called in to see why there was a charge. I was told that there was nothing wrong with the internet at the time of their arrival so they charged **** asked my son what the technician did and said. The technician said that the signal was really high so he cleaned it and put a filter cap on. That right there tells me there was an issue and I should not have been charged! Billing fraudulently!My second issue is with customer service and the phone call today. She said she would help me with my login credentials. She was ending the call and I tried to interrupt her a few times to remind her. She blew me off and hung up!!Third is the website and app are absolutely ridiculous! If you click Forgot Username it links you to signing in. Same with Forgot Password. If I knew the correct information I would login not ask what the information was!Poorly ran business!

  

  Business Response

  Date: 01/10/2025

  Following the receipt of Ms. ******* complaint, it was discovered that a box was mistakenly checked by the technician when closing out the call which automatically charged the $45 fee to the customer's account. The $45 has been credited back to Ms. ******* account. We sincerely apologize for this mistake and appreciate Ms. ****** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 01/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have experienced numerous interruptions in my service due to equipment issues on the provider's side over the years. Most recently, I have had high packet loss, which makes the service unreliable and nearly unusable. I received a confirmation that the issue was resolved during the first week of December. I was initially told that it was not an area-wide issue and had a service call scheduled. The technician didn't show, and it was rescheduled for the following week. Again, the technician didn't show, and when I called, I was told that it was in fact a problem with equipment on their end, so my appointment was cancelled (without notification). In addition, I have asked for calls from management and been told that they would reach out; these calls never happened. Despite my time spent on calls and all the tickets entered, the issue persists. Being that this business is the only cable ISP in my area, I am stuck with them, and there is no incentive for them to correct these issues. I would simply like to use the service for which I am paying, and an acknowledgment and an apology for all of the trouble would go a long way. Honestly, they should apologize to all of their customers.

  

  Business Response

  Date: 01/16/2025

  Following the receipt of this complaint, we have repaired a damaged cable, replaced drop cables, and temped off a damaged cable. We have also replaced devices that were damaged by water. We spoke with the customer yesterday (1/15) and they stated that they performed a packet loss test and did not receive any packet loss. We apologize for the inconvenience these issues caused and appreciate the customer for bringing them to our attention. Thank you!

  Customer Answer

  Date: 01/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I appreciate the attention to the matter that the business put forward and wish that it hadn't taken a BBB complaint to inspire action. I consider this resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  Date:01/03/2025

  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.

  One of our Internet providers, Sparklight, has informed me that because we have static IP addresses, we have no choice but to lease a modem from them. This is absolute BS, another way to make a few more million dollars annually. We have two accounts with **********************, which will equate to $240 a year in charges for the same service we currently have. THIS IS NOT OKAY, AND THERE IS NO VALID TECHNICAL REASONING FOR THIS, IT'S A JUNK FEE! I'M SO SICK OF CORPORATIONS INSTITUTING JUNK FEES SO THEY CAN MAKE THEIR SHAREHOLDERS A FEW MORE MILLION DOLLARS PER YEAR. STOP THE AGGREGIOUS CAPITALSIM. NOW!

  

  Business Response

  Date: 01/24/2025

  Following the receipt of Mr. ******* complaint, our **************** Care Specialist spoke with the customer and offered to swap his leased modem for a different modem that he will not need to pay a fee for. Mr. ***** agreed to stop into the office to pick it up when he has time. The account has been notated that he will be coming in and that his new modem will not have a charge attached to it. We apologize for any inconvenience the customer experienced and appreciate him for bringing this issue to our attention. Thank you!

• 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.

  This is my second complaint and nothing has been ******** Sparklight. I continue to have intermittent cable service for around 10 months now. I Call and complain and to document the constant problem with TV service. Techs have been out multiple times and the problem is not at my home but in the service lines..somewhere else. I am told by the techs on the techs on the phone that the company is working on resolving their issues. The company continues to take auto payments for the awful service. Isn't there anything that can be done. This company , in my opinion, is Not working on fixing any issues with their service. Sparklight...Do Better and fix your equipment

  

  Business Response

  Date: 01/08/2025

  According to our Manager of Field Operations, this is an ongoing tiling issue that is currently being worked on. There is a meeting set up with our vendor to see if we can have this resolved as soon as possible. We have issued Mr. ****** a $10 loyalty discount for an additional three months and have removed the $7.05 network fee as it is something that we no longer charge. One of our representatives called Mr. ****** and left a voicemail regarding these details. We sincerely apologize for the inconvenience these issues are causing and encourage Mr. ****** to give us a call back if he has additional questions or concerns. Thank you!

• 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.