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 Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Sparklight

  100 N Victory Rd Norfolk, NE 68701-6800

  
• 

  Sparklight

  1045 S Commercial Street Aransas Pass, TX 78336

  
• 

  Cable One

  4127 Nowata Rd Bartlesville, OK 74006

  

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:04/15/2025

  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 began a lease at my new apartment 6/1/24 and receive physical mail from spark light at least two to three times per week. They spam you with different kind of envelopes, looking like official business, saying they need an urgent response... Make mail look like a check, etc. - I'm so sick of the spam mail. It's almost every other day that I open my mailbox and see say "oh wow, more sparklight mail". I wish I could ban them from sending to my address, it's not good company practice and it's driven me to complain versus sign up for their internet. I hear nothing but terrible things about their speeds and outages. If there is a way to block a company from mailing you spam advertising, please let me know!

  

  Business Response

  Date: 04/15/2025

  In order to remove Mr. **** from our direct mail list, we need to have his full address. Mr. **** only provided the state and zip code in which he resides. Thank you!

• Initial Complaint

  Date:04/14/2025

  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 got sparklight in november 2024 and opted for fiber optic services. I repeatedly called and requested the line be buried. I was informed that the notation on my account actually stated the lines had been buried, but that was a lie. I requested a phone call for an appointment. No phone call was made to me. workers just showed up to bury the line. I told them they could not disconnect my internet as i was working and work from home. so, they laid the conduit and said someone else will reach out to schedule an appointment to get the line buried. No one called. another worker showed up when no one was home and i got a notice saying i missed the appointment, when in fact no one called me at all despite my request. i decided to cancel my service with sparklight since they do not respect the request of customers, our time, or our home and continually show up unannounced, thus the work does not get complete, and yet they mark it as complete. I told the lady over the phone i wanted my internet cancelled effective immediately starting April 20th and that someone needs to come out and get the fiber optic cable since it was never buried. today, 04/14/2025 a worker showed up to remove my fiber optic cable. no call, no appointment. more disrespect by sparklight. this company refuses to call me to make appointments, lie and state they completed work, and disrespect my time and home constantly. this is beyond bad customer service, this is just negligent and a breach of contract based on the service promise sparklight guarantees its customers.

  

  Business Response

  Date: 04/18/2025

  Following the receipt of Mr. ******* complaint, our Field Technical Supervisor attempted to contact Mr. ****** but was unsuccessful in reaching him. At the time, our drop bury contractor had called Mr. ***** ahead of time and did not receive an answer. The contractor went out to the residence and met with Mr. ***** in person. Mr ***** stated that he could not be taken offline, but agreed that our contractor could **** the RG-11 drop and come back later in the day to complete the work. Our contractor ran into issues working late that day, but did call Mr. ***** and ask if he could complete the work the following day. Mr. ***** refused due to having to work all day. Our contractor gave Mr. ***** his number and asked that he call when he would be available so that we could complete the work. We encourage Mr. ***** to please give us a call back so that we can discuss this issue with him further. Thank you!

  
  
  

  
  

• Initial Complaint

  Date:04/10/2025

  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 had many issues with service with this company and have been more than patient. Recently, we woke up to no internet service on Saturday April 5th. Called tech support and was told someone would come out over the weekend or first thing Monday morning. Tech came out Monday and confirmed issue was at the pole and I did not have service. Said he was going to have the pole tech come that afternoon or first thing the next morning. I never seen anyone come but ended up having internet for a few hours Monday evening and thought my issue had been resolved. Tuesday morning while I was online for work, a pole tech came, went out to pole and hit a switch I lost internet and he left. I assumed he was working on it. After checking the neighborhood and finding no tech, I called back to tech support and they submitted another ticket. That was after they insisted I had Internet and that they would send another tech out to confirm I didnt the next day (Wednesday). Two techs came and also stated they had an issue at the pole and someone would be here that afternoon or first thing this morning. It is 1237 and a tech has still not come by. I called support again and asked to talk to a supervisor and just get the run around and no one to actually speak to or any solutions to my issues. Something needs to change with this company and how they handle issues. I have been a customer off and on since 2005 and it has never been this bad. We dont have many choices for Internet so I am unfortunately stuck with the service they provide.

  

  Business Response

  Date: 04/15/2025

  Following the receipt of Ms. *********** complaint, a technician was sent out to the residence and replaced a ******* in front of the home. Our technician confirmed with Ms. ********* that the fix solved the issue. We have issued a credit in the amount of $18.99 for the intermittent issues she experienced. We apologize for the inconvenience this issue caused and appreciate Ms. ********* for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 04/15/2025

  
  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:04/07/2025

  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.

  The internet service has had intermittent outage since Sept 2024. It is now April 7, 2025 and its not fixed.

  

  Business Response

  Date: 04/11/2025

  Following the receipt of Ms. ********** complaint, our technicians have been in contact with the customer. A line issue was fixed on April 4, 2025. However, it was discovered that there was an issue with the customer-owned equipment as well. Our technicians went out to the residence on April 8, 2025 to add one of our modems and an Eero system as well. After tests showed that the signal was much better with our equipment, the customer chose to keep it. We apologize for the inconvenience these issues caused and appreciate Ms. ******** for bringing it to our attention. Thank you!

   

  
  

• Initial Complaint

  Date:04/07/2025

  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.

  Since the hurricane of July of 2024 that came through the area I have been having issues with my internet. Multiple phone calls to it that is led to multiple text coming to my home along with lineman to just be constantly told they have no idea what is wrong or how they can fix it. The internet fluctuates so badly that I keep getting kicked off and I work from home. I can't seem to get any resolution no matter how many times I call the main office I can't get any higher *** from the local office to fix the situation. I had one guy tell me that it's just not in the budget. How is it not in the budget if you keep wanting me to pay my bill but I can't work to even pay my bill? The lines are owned by Sparklight so I can't even change the internet provider. I have hundreds of dollars in late fees for my bills let alone I'm in trouble with my job for multiple call ins because of my internet. I'm hoping with your help maybe we can find a resolution in my internet will be finally fixed.

  

  Business Response

  Date: 04/11/2025

  Following the receipt of Ms. ********* complaint, one of our technicians has examined her wiring multiple times as well as other technicians that were sent to the residence. We did experience some issues within the past month of noise coming from another trailer in the park. This issue has since been corrected. Our technician spoke with Ms. ******* on April 8, 2025 and she stated that she has had no issues. We were able to find a couple of late fees on Ms. ********* account which have since been reimbursed. Ms. ******* also has our technician's contact information in case she has any issues in the future. We apologize for the inconvenience this issue caused and we appreciate the custome for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 04/11/2025

  
  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:03/25/2025

  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 am paying monthly for internet and the service has been so sporadic that I have not been able to use it in over a week. I have security cameras and my wife has to have internet for her job she has been using her cell phone as a hotspot and it is still not working and you cant even find anything out.

  

  Business Response

  Date: 03/27/2025

  Following the receipt of Mr. ************ complaint, our Field Operations Supervisor attempted to call the customer, but was unable to reach him, and a voicemail was left. We recently experienced violent winds in Mr. ************ area and we found several breaks in the cable feeding service to the residence. Our technicians have made repairs to the severe breaks and are continuing to repair the smaller ones. We are currently showing zero percent packet loss for Mr. *********** If the customer continues to have service issues, we encourage him to please give us a call back so that we can assist further. We apologize for the inconvenience this issue caused and appreciate Mr. ********** for bringing it to our attention. Thank you!

   

• Initial Complaint

  Date:03/24/2025

  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.

  Sparklight is attempting to bill us $5100 for 51 unreturned converter boxes at $100 each, yet not only does their contract state we received 44 boxes, the contract states the boxes are $5 each. When asked to provide documentation of the additional 7 boxes, they were unable to provide this.

  

  Business Response

  Date: 04/07/2025

  Following the receipt of Ms. ******** complaint, we have changed the account to a zero balance and have reached out to Ms. ****** to explain this. We apologize for the inconvenience this issue has caused and appreciate Ms. ****** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:03/23/2025

  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.

  For the first time in a long time I have been having trouble with my Internet. Today I called customer service and was told my modem was not getting a good signal. The *** said she would have to set up a service call. She then tells me no one can come for 10 days!!! So for 10 days thanks to Sparklight's poor customer service I have no Internet during one of the busiest Sports weeks of the year with the **** Basketball Tournaments and baseball season opens this week so I will miss the Cardinals home opener on TV. I feel I should receive a good size credit or even a whole month free for such poor customer service. If this is going to be this way I will have to try another Internet company if this keeps up. I am very unhappy and disappointed with Sparklight.

  

  Business Response

  Date: 03/25/2025

  Following the receipt of Mr. ******* complaint, one of our technicians was sent to the residence to replace the drop cable feeding the apartment complex. We moved the date of the trouble call to the following day instead of the 10 days out that had initially been scheduled. We sincerely apologize for the inconvenience that Mr. ***** experienced and appreciate him bringing the issue to our attention. 

  Customer Answer

  Date: 03/25/2025

  
  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:03/14/2025

  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.

  Photos are 10 minutes apart after paying my bill. Ive been having issues with upload and download speeds for the last 2 years and issues seriously getting worse. A week ago tech support found an issue with a node that would be causing my low upload speed and the local office said they were already on it. Well I also had a tech visit that was scheduled for that next week and when the day arrived no one showed up and I called again today 3-14-25 and tech support informed me that the tech cancelled the call because my modem was online so he said it was good. The reason for the call was because of noise coming across the signal which I was told would be from moisture in the line. So they were supposed to check that from the modem back to the pole. Well guess what Im still having problems. Been fighting with this company to get at least 80% of the 1gig system I pay for. Finally got a discount for 1 bill out of the last 6 months, which is an utter joke. All tech support and local techs always use the line the speeds are advertised UP TO yeah I know that but when its 400 to 500 mb off guess what thats a problem. The local area manager was suppose to call me last Sunday from what tech support said but low and behold someone else not doing their duty. I know big companies have there time issues but when it gets months and months into an issue you got to make it right or refund me part of my bills for the issues.

  

  Business Response

  Date: 03/18/2025

  Following the receipt of Mr. ******** complaint, our technicians were sent to the residence where they completed speed tests. The tests came back as acceptable at the time. We will be checking back with the customer when his speeds are slow so that we can try to determine what is causing the issue. We apologize for the inconvenience these issues have caused and appreciate Mr. ****** for bringing them to our attention. Thank you!

• Initial Complaint

  Date:03/14/2025

  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.

  Internet itself is mostly fine, shorts in and out here and there but not bad. Internet went down and was unresolvable over the phone. On day 4 without Internet, tech support was scheduled 8-12 and they no call no showed.Working nights and having stayed up 4 hours waiting for a text, call, door knock, or doorbell ring, I finally called requesting an updated time window.The phone representative was so kind and amazing with customer service. She let me know tech documented they texted notification of arrival 3x during our time window. Those times were cross-referenced in our message AND spam folder that would have received the texts, confirming they failed to send the texts alerts they stated they did. They also falsely documented that they arrived and "no one was home". Aside from waiting by the door for 4 hours, I also crossed referenced our Ring camera which like the text and call log, revealed they created false documentation about their arrival as well. Phone support shared this wasn't the first time this has happened.

  

  Business Response

  Date: 03/17/2025

  Following the receipt of Ms. ******* complaint, we were not able to locate an account under the name and phone number provided. Ms. ***** also failed to provide a complete address, so we weren't able to pull up an account under the address information either. We request that Ms. ***** please provide additional information so that we can assist further with this request. Thank you!

   

  Customer Answer

  Date: 03/17/2025

  Personal location information should not be publicized, however the event occurred in ***** ***** on March 14th. When we went into the ***** location that day, I will say the customer service representative there was very kind and helpful. Thank you

  

  Business Response

  Date: 03/17/2025

  Based on Ms. ****** response, this issue appears to be resolved. If this is not the case, we encourage the customer to call us directly so that we can assist further. Thank you.