Customer ReviewsforSparklight

Sparklight Prescott does not follow through; leaves customer hanging.I contracted for internet service, originally charged the monthly fee, and made appointment for technician to come out. Technician couldn't proceed as wiring at street was needed. Sparklight had that done rather well, and then never finished the job despite 3 calls to the corporate center and 2 in-person visits to the Prescott office (because you cannot call the Prescott office directly - ridiculous). I was assured I would hear back in 48 hours and it is now 100's of hours. I purchased a non-refundable router from another vendor for over $200, and ened up waiting 6 weeks for WiFi that never materialized. THE WORST SERVICE EVER. I couldn't work from home and had to find coffee shops to get WiFi. Sparklight does not keep their word, and they cost me money.

Hi *****. I'm really sorry to hear about the issues you experienced and would like to look into this further so we can improve our customer experience. I've provided your information to our local leadership team who will reach out directly to assist further. Thank you.

Ive been a customer for some time now. I had fraud on my bank account which caused two returned payments. My services were disconnected. I called to see what I would have to do to reinstate my services and was given an amount. When I called to pay the amount, which was $271.00 (please note my account balance was only $139) I was told I couldnt pay over the phone. **************** told me i needed to pay cash at ******* and wait 2-4 business days before reconnection. I explained I worked from home and because today is Friday, I would have to miss work and wait at least 5 days for reconnection. I was told to go to the sparklight center and show my receipt and ask for an exception. I get there, and was assured I would be helped. The agent asked the manager for the approval and she said no. I asked to speak to her. She explained if I had just paid with a prepaid card over the phone I wouldnt have to wait. I let her know I tried that before I ran around town getting this done. The account was noted she read the notes and admitted I was given incorrect information. Apologized and said no. I had my receipts. I had my confirmation numbers, and stated that corporate wouldnt approve an override. Seriously? This is how customers are treated? With proof of cash payment? This is how a business is ran when they provided incorrect information to me? I dont call in. I dont ask for credits with all the outages that occur. But no accountability on Misinformation that is now causing me to miss work? Is it my fault for being in this situation, yes. Absolutely. But doing my due diligence and running back and forth doing what Im asked to do to make it right, acknowledging wrong information and being told sorry for that is absurd and inexcusable. In all of my customer service experience with companies, I have never been so disappointed. Companies are supposed to honor what is documented and noted. My company would never!

Hi **************. Customer satisfaction is important to us and we are sorry to see you're not satisfied with your services. We've provided your information to our local leadership team who will be reaching out to you directly to further assist. If there's anything else we may assist with in the meantime, please contact our team at ************, or via online chat at sparklight.com/chat.

Internet went out Monday June 24 and trucks were working in area for 2 days. When I called in on Tuesday 25th they gave me the number for an outage in the area. When I called back Wednesday they stated there was no outage in area, even though I visually saw 3 trucks in my neighborhood working on the lines. We troubleshooted with no result and try to put the blame back on my equipment and didnt want to send out a tech. After I complained they said the earliest they can get a tech out is July 11th. So now paying $115 a month for no internet. Absolutely worst customer service experience ever.

Hi **********************. This certainly does not sound like the experience we strive to provide. Please contact our team at ************, or via email at ******************************************************* or online chat at sparklight.com/chat with your name, account number or address, contact information and a link to this review for reference so we can take a closer look into this for you. We hope to hear from you soon. Thank you.

Internet goes out 15 times a day with bad lines and routers. Outdated equipment should have been replaced with cheaper fiber by now.

Hi ****************. Were sorry to hear you have been experiencing reoccurring issues with your internet service and can understand your frustration. Wed like to look closer into this issue for you. If you have a moment, please contact our Technical Support team, available 24/7, at ************ or via online chat at sparklight.com/chat with your name, account number or address, contact information and a link to this review for reference. We look forward to hearing from you.

When it works, it works great. However AS SOON AS I CONNECT it will cut out, over, and over, and over. I can't watch a movie, dropped connection, can't play a game I'm booted from a lobby for dropped connection, can't even use my computer because as soon as I connect it drops connection. $120/mo for something I can only use 30% of the time, what a rip off, definitely not getting what I pay for. USE ANYONE but SPARK LIGHT.

Hi Mr. ****** Were sorry to hear you have been experiencing reoccurring issues with your internet service and can understand your frustration. Wed like to look closer into this issue for you. If you have a moment, please contact our Technical Support team, available 24/7, at ************ or via online chat at sparklight.com/chat with your name, account number or address, contact information and a link to this review for reference. We look forward to hearing from you.

I have called several times to reach a supervisor over my bill going up while the promotion is still active to no avail. They always say they will put in a request and I end up getting a call back the next day. I'm tired of these crooks stealing my money. **************** is absolutely worthless and they do not care that they s**** people over because there are very few options for my area

Hi *****. We are truly sorry to hear this was your experience and would like to look into this further so we can improve our customer experience. If you have a moment, please send an email to ****************************************************** with your account name, phone number, service address and a screenshot or link to this review for reference. Thank you.

The Litchfield IL office hides behind the customer service reps in ***** who can't do anything to help you. We have been trying to get their internet since we bought our house. They are now saying to get internet we must pay $1600 for them to fix the line under the road that the county broke when they put in a culvert. Their exact words "We will not pay to fix a line for just one customer. If you want internet then you pay to fix it." If I could give a zero star rating I would.

Hi *******, we apologize for the poor experience and want to help get this resolved for you. Please contact our team, available 24/7 at ************, or via online chat at sparklight.com/chat with your name, account number or address, contact information and a link or screenshot to this review for reference, so we may reach out to you directly. Thank you.

We have currently lived at our address for almost over a year. The service that Cable America has provided thus far has been less than satisfactory. As the only ******** service provider in our area. They identified the problem almost 8 months ago and the problem has still not been fixed. Our internet goes out we call customer service and customer service tells us they will have a technician show to try and fix the problem. A technician will show work on the issue for about 30 minutes come tell us that the problem is still going to occur but they cant do anything about it. Then I call for their supervisor in the service department ***********************. They tell me that ***** will call me with 24 hours. ***** never calls. They continue to send technician after technician out to continue to tell me that they have identified the problem and they know how to fix but it has NOT been fixed yet and this type of service has continued for the last 8 plus months.

Hi *******. We always aim to provide our customers with the best possible service and are truly sorry to hear we missed that **** with you. We'd like to help get your experience turned around. If you have a moment, please send an email to ****************************************************** with your account name, phone number, service address and a screenshot or link to this review so that we may assist further. Thank you.

I have had Sparklight before and loved them, but they have been awful this time around. Considering switching to another company. *All occurred last week 13th-17th*We have had scheduling issues both times we made appointments - first appointment I made arrangements with work so I could be present for the appointmentthey no call-no showed. Then customer support told us the customer support specialist scheduled an appointment for us on a day they shouldnt have. Next, they tried getting us escalated and told us a tech would be at our home at 8am the next day. Fast forward to that next day, we then learned it wouldn't be until around 1:45p before our tech would actually show. Since we both work out of town, and they didn't show up at 8a like we were told, we had to miss our appointment AGAIN, and then were told the next opportunity for a tech to come out wouldnt be for a few weeks. Were paying for their top package, so we felt that was unacceptable. Eventually, the escalations team sent a tech out the next day only for us to find out its a problem with our optic/line. They couldn't help with it but ASSURED us the fiber optic team would be out by 5pm that day. To absolutely no surprise, the fiber optic team did not show. Called customer support AGAIN, and was told they would escalate our case AGAIN. Weve actually been struggling with slow, sluggish internet for months but didnt know there was a bigger problem at play. So, we upgraded to a better package in hopes that would help. However, it continues to get worse and no one can seem to help us. $100(ish) a month for internet ONLY that we cant even really use is not ideal. Consider your options before letting Sparklight be your carrier.

Hi ******. Were sorry to hear this was your experience and would like to learn more to see how we can assist you and improve your experience with us. Please send an email to ****************************************************** with your account number, contact information and screenshot or link to this review so that we may assist further. Thank you.

Terrible experience. Had a tech come check connectivity issues on 04/16. He stated it was an issue outside with the line between my house and neighbors house. He put a temporary line in and said others would come put a permanent line in that following Monday (told me I did NOT need to be home). I came home to a "sorry we missed you". I have called 3 more times since then (04/22, 04/24, 05/16). First two calls I was told, "Sorry nothing was scheduled, let me schedule that for you." I have not been contacted a single time. Last call I was told they need to send someone to come into the house again despite me explaining everything over and over on how that has already been done. Now they claim I have to be home on 05/24 and then it will be scheduled for the 3rd party to come another day where I need to be home again.... ************* I have had!

Hi ****************. We are truly sorry to hear this was your experience! This certainly does not sound like the kind of service we aim to provide to our customers. If you have a moment, please contact our team, available 24/7 at ************, or via online chat at sparklight.com/chat with your name, account number or address, contact information and a link to this review for reference so we can see what we can do to assist you further. Thank you.