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

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
• 

  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:10/29/2025

  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.

  Sparklight is trying to charge me for equipment that I mailed back to them.I mailed it to *********************************************. I spoke with ***** at the ***** location.There have been 2 phone calls the first was a man that told me my local office was outside of ******************, I told him it was not he argued with me that I was late on my ****, I told him I was not. He figured out I was not outside of ********* Illinois told me he was going to call me back, he didnt call me back.Then I spoke with a women at the time of this phone call I couldnt remember what city I had mailed it to., she said did you mail it to ******************, I said yes. I couldnt remember. Now sparklight has sent me to a collection agency the collection agency is sending me text messages I sent the equipment in. ****** is what 1 **** said I owed for equipment fee. I sent the equipment in.

  

  Business Response

  Date: 11/05/2025

  Following the receipt of Mr. ********* complaint, one of our associates left a voicemail for the customer on 11/4/2025 stating that the equipment has in fact been returned and a credit in the amount of $150 has been applied to the account which will leave Mr. ******* with a small refund that will be mailed to him. We sincerely apologize for the inconvenience this caused and appreciate Mr. ******* for reaching out. Thank you!

   

• Initial Complaint

  Date:10/26/2025

  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 moved out of state this year. I called Spark light to try and disconnect the service from my old address. They aggressively tried to talk me out of it. Because I am grappling with a new memory deficit diagnosis I had my daughter who is my power of attorney call on my behalf. They refused to speak with her and required that I call back. My daughter and I have both been unsuccessful getting help disconnecting the service. They have now charged over $80 worth of late fees for a service that I cannot use that they will not allow me to disconnect.

  

  Business Response

  Date: 11/05/2025

  Following the receipt of Mr. ********** complaint, one of our associates spoke with the customer's daughter and made her aware that we backdated the billing to 8/1/25 and that in order to avoid the equipment fee, it will need to be returned to us. She stated that she will have a family friend return the modem within the next two weeks. She has our direct line and we have updated the mailing address for the customer. 

• Initial Complaint

  Date:10/22/2025

  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.

  We disconnected our service from Sparklight in January 2024. My husband returned the equipment in person to our local office and received a receipt showing $0 balance due. We had no further contact with the company and our online account was deactivated. Summer of 2025, we received an e-mail from Sparklight saying we had a balance due. After unsuccessfully attempting to speak with a representative that day, we then received a corporate e-mail apologizing for the previous e-mail which had been the result of a system hack. I then began receiving occasional texts from various numbers stating that we owed $25.00. In light of everything being closed and finalized in January 2024 (well over 1 year prior), I believed the texts to be scam/phishing attempts. Today I received multiple texts that I had been sent to collections over this $25.00 bill. After calling Sparklight today, they are saying there is no way the local office could have given us a $0 balance receipt because they cannot handle any financials. They say that our service was upgraded which is what resulted in the additional charge. I was told I can pay the bill in person at the local office (despite telling me that they cannot receive money or handle any financials at the local office). I requested a paper copy of the bill and details of how it was accrued. I am frustrated and concerned about how this bill came to be, the lack of bills sent to me, the multiple phishing type texts that I have received from a myriad of numbers well over one year after closing my account, and the possibility of this now negatively impacting my credit; if it has in fact been sent to collections. We left Sparklight because of the frequent internet outages during our time with their service. Issues like this would prevent us from ever even considering going back.

  

  Business Response

  Date: 10/24/2025

  Following the receipt of Ms. ******* complaint, one of our associates reached out to the customer and we have issued a $25 credit to Ms. ******* account. We apologize for the inconvenience and appreciate Ms. ***** for reaching out. Thank you!

• Initial Complaint

  Date:10/05/2025

  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 apologize for reaching out this way, but I was unable to get assistance through the standard phone system, so I decided to try this method to connect with someone who can help. Recently, ******* our internet service provider was purchased and transitioned to a company called Sparklight. sparklight purchased our service agreement. Following this transition, we noticed significant service issues throttling and a downgrade of our internet speeds to where it has hindered our ability to conduct our operations normally. Under Hargray, we had fiber internet with symmetrical 500 Mbps upload and download speeds, which were essential for streaming our online services and supporting other systems like our child check in system used by our church's children church and nursery. it was enough of a service downgrade that it interrupted access to our child check in system. We were shocked to learn, upon inquiring about our connection, that Sparklight had downgraded our fiber service without our consent or knowledge from 500 Mbps symmetrical upload and download to 300 Mbps download and 30 Mbps uploada 94% reduction in upload speed and overall service quality. upload speed was our major deciding factor to switch from *** comunications to hargray. This downgrade raised alarm bells with the company that supports our streaming servers because we were unable to stream our services at a consistent bandwidth to support our streaming needs. this has also greatly impacted the upload quality of the video we have been sending out for our video productions. I want to have our services restored to the the terms of service level agreement. I have supporting documentation of our service agreement I would like to be contacted by someone who can help revert to 500 mbs upload and download. our service address is ********************************************** I can be reached at **********.

  

  Business Response

  Date: 10/14/2025

  Following the receipt of Mr. ******** complaint, one of our associates researched the issue and was able to locate the contract in question. We have upgraded the customer to the 500 x ********************************************************************* the amount of $325. We called the customer and left a voicemail as well as sent an email to the address on file. We sincerely apologize for the inconvenience that this caused and appreciate Mr. ****** for reaching out. Thank you!
  
  
  

• Initial Complaint

  Date:09/29/2025

  Type:Order 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.

  Back in May 2025, I called Sparklight and spoke to Brianna to request a change to my services. I requested that Sparklight discontinue my cable TV service, but leave the internet and phone service intact. They instructed me to return the TV equipment to the local Sparklight drop box; which I did. Unfortunately, Sparklight didn't stop the cable TV service, even though we returned the equipment. Additionally, we started noticing problems with the internet reliability. So we called Sparklight this morning to find out what was wrong. They told us that our account had been disconnected back in June 2025. Our phone and internet were working fine until today. We've been making payments to Sparklight every month (see attached). Where did our money go? Why was the service still on? Why didn't Sparklight send us an email or phone call? Their response was that we were paying for the modem we needed for the internet to function. There has been no reasonable explanation from Sparklight.

  

  Business Response

  Date: 10/02/2025

  Following the receipt of Mr. ******** complaint, we discovered that an order was entered on 5/28/25 stating that the customer disconnected their TV service and kept their internet and phone services. However, the TV service was not disconnected. Our office disconnected the TV service once the Firesticks had been left in our dropbox on 6/2/2025. The bills were mailed as normal and each one stated that the payment was due upon receipt. A payment was made by Mr. ****** in April and again on 7/28/25. Our first mistake was not disconnecting the TV service at the time of the request. The account was then disconnected due to nonpayment on 7/23/25. We attempted to contact Mr. ****** on 10/1/25, but were unable to reach him and left a message for the customer. Mr. ******** account will be credited in the amount of $625 once it is active. We sincerely apologize for this mistake and request that Mr. ****** return our call should he have any additional questions or concerns. Thank you!

   

  Customer Answer

  Date: 10/02/2025

  
  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,
  
  ***** ******
  
   
  

  Customer Answer

  Date: 10/03/2025

  We returned all of Sparklight's equipment this morning (10/03/2025). We requested that all subscriptions through Sparklight be immediately terminated. We did receive a response from the BBB through the business response: MESSAGE FROM BUSINESS: Following the receipt of Mr. ******** complaint, we discovered that an order was entered on 5/28/25 stating that the customer disconnected their TV service and kept their internet and phone services. However, the TV service was not disconnected. Our office disconnected the TV service once the Firesticks had been left in our dropbox on 6/2/2025. The bills were mailed as normal and each one stated that the payment was due upon receipt. A payment was made by Mr. ****** in April and again on 7/28/25. Our first mistake was not disconnecting the TV service at the time of the request. The account was then disconnected due to nonpayment on 7/23/25. We attempted to contact Mr. ****** on 10/1/25, but were unable to reach him and left a message for the customer. Mr. ******** account will be credited in the amount of $625 once it is active. We sincerely apologize for this mistake and request that Mr. ****** return our call should he have any additional questions or concerns. Thank you! As of today, we have received no refunds or credited amounts from Sparklight.

  

  Business Response

  Date: 11/05/2025

  This is a follow up response to address the fact that after disconnecting, Mr. ****** had a credit of $72.69. We then added a charge of $125.00 for the unreturned eero (1 of 3), which resulted in a balance of $52.31 owed. As a courtesy, we have applied a credit of $52.31, bringing the account balance to $0.00.

  Customer Answer

  Date: 11/06/2025

  
  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:09/25/2025

  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.

  The company can not provide me with a password change. They claim they have new equppment and my account got loss. But they have put off helping for over a week. My tv and phone are not working because of this problem.

  

  Business Response

  Date: 10/02/2025

  Following the receipt of Mr. ****** complaint, one of our associates contacted the customer on 9/29 and assisted him in resetting his password. We have also issued a credit in the amount of $49.66. We apologize for the inconvenience this issue caused and appreciate Mr. **** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:09/24/2025

  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.

  Acquired Sparklight on 09/18/25 after being an Xfinity customer where we lived before. From the start of the phone call of them trying to force me (and being deceptive after charging my card before disclosing extra services I did not agree to) into extra services with Asurion and VPN/Virus software, they already collected money from me after I explicitly stated I only want internet, only to apologize after and giving me a $3 credit. They even wanted a deposit upfront for a month to month utility service, but after denying to give it, happily waived the deposit! This is deceptive and scamming practice!Today is 9/24/25, and I have made almost 10 calls to tech support EVERY SINGLE DAY MULTIPLE TIMES A DAY to get my internet issues resolved. As I write this - our internet has go out over 50 times since weve started service. Every day from 8-10am until 6-8pm itll be just dead with brief ***** seconds of online. Technician came out and determined there was low and poor signal at the pole. And everyone refused to give me an answer as to when this will be resolved outside of as soon as possible This is not an acceptable answer as a UTILITY SERVICE PROVIDER. My job is at risk due to loss of internet that this company collected my FIRST MONTHS BILL UP FRONT, but are absolutely helpless and shrug at your cries and frustration for help with this absolutely poor and careless service. This must be criminal to treat customers this way as a service provider for a utility. I demand resolution - I demand explanation- I demand prioritization - I demand immediate attention to this matter.

  

  Business Response

  Date: 10/01/2025

  Following the receipt of Mr. ******** complaint, our Lead Technical Supervisor has been monitoring the customer's service and has seen improvements being made in the customer's area. A replacement of the trunk line is pending but we are already seeing that the customer's connection has greatly improved. We have called Mr. ****** and left a detailed message explaining the line replacements that will allow for a permanent solution to the service issues. We sincerely apologize for the inconvenience these issues have caused and appreciate Mr. ****** for bringing them to our attention. Thank you!

   

• Initial Complaint

  Date:09/22/2025

  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'm a former customer. My husband and I hated **********************'s services due to scummy pricing practices, and quickly terminated our account with ********************** as soon as another ISP became available in our area. The issue is that I keep receiving emails and physical mail offers from Sparklight even after envoking my right as a Missouri citizen, according to SB-731, to have all my collected information deleted by Sparklight. I KNEW this would happen. I preemptively saved the chat log of my request for data deletion that occurred on July 11, 2025. I spoke with ******* *. and ****** *., and can provide the entire log to prove that my request was either ignored or not fulfilled correctly. I can also prove through the ****'s Informed Delivery tool that I received an offer in the mail (addressed to me) last Tuesday, September 15th. I ALSO received two emails (first one sent September 17th, second one sent today September 22nd).I want Sparklight to honor my request and rights, delete ALL the information collected on me by their company during the entire duration of me being their customer (financial, socioeconomic, personally identifiable, EVERYTHING), and cease all further communication with me. No calls, no emails, no offers in the mail.

  

  Business Response

  Date: 09/22/2025

  Following the receipt of Ms. ******* complaint, request forms have been submitted to our communications department to have both the physical and email addresses removed from all mailing lists. Please allow 7-10 business days for this change to go into effect. We sincerely apologize for the inconvenience this has caused and appreciate Ms. ***** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 09/22/2025

  
  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:09/18/2025

  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 have asked Sparklight to send me paper bills through thre mail. I have a credit on. their account but i have not received a bill stating that my monthly bill was set showing me that my credit was ued to pay th september bill. They said there was a bill sent on august 23 but i havent received it so it must be the post office problem. I asked for them to resend me a new bill and the customer service *********************** only send me a screenshot of the bill that was supposedly sent to me and that she had no way to have it sent to me again throgh the us mail.I think they sent the bill to the sefrvice address and not to the billing address and it got lost in the mail.There has to be a way that they can resewnd me a new paper copy o ghe september bill showing me that my credit was uaed to pay the bill/. always have gotten a paper bill nd i waas n ot treated ina manner that waa helpful and i felt i was greated rudely Please help me

  

  Business Response

  Date: 09/30/2025

  Following the receipt of Ms. ******** complaint, one of our associates contacted the customer on 9/26/2025. We made sure that her account was set up for paper statements, checked the address on the bill to confirm that it was the correct address and printed and mailed the September and October payments to Ms. ****** at her ************** address. We apologize for any inconvenience and appreciate Ms. ****** for reaching out. Thank you!

   

• Initial Complaint

  Date:09/16/2025

  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.

  I called in with a specific date for closing the account because we were moving. I repeated the date 3 times to make sure he got it right. They turned off my service a couple of days later . 10 days before the date requested. They then told me I would have to sign a contract to get it reinstated and they charged me 75$ when my service prior was $56 a month. I only used the service for 10 days but then was never refunded the difference of the prorated amount I owed. Ive tried to resolve it with them but have never gotten anywhere.

  

  Business Response

  Date: 09/18/2025

  Following the receipt of Ms. ****** complaint, our retention team reviewed the information. The disconnect request has been approved and backdated and a credit in the amount of $50 has been reimbursed to the card on file. One of our associates attempted to contact Ms. **** but was unsuccessful. We have sent an email recap to the customer with confirmation of the refund for the disputed amount of $50. We sincerely apologize for the inconvenience this issue caused and appreciate Ms. **** for reaching out. Thank you!