Complaints

This profile includes complaints for Sparklight's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sparklight has 178 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sparklight

  210 E Earll Dr Phoenix, AZ 85012-2626

  
• 

  Sparklight

  3201 Tower Rd Prescott, AZ 86305-3734

  
• 

  Sparklight

  401 Baylor St Texarkana, TX 75501-3270

  
• 

  Cable One, Inc.

  319 College St Columbus, MS 39701

  
• 

  Sparklight

  1045 S Commercial Street Aransas Pass, TX 78336

  

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:07/27/2025

  Type:Delivery 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 underwent a billing system update around July *****. Upon that update, my balance was not shown and I didn't receive a new bill till the 14th. It listed a due date of August 5 for the the dates of July 1-31. July 24 I received a new bill with a late fee and no due date with a balance more than double. And the due date says "due upon receipt." When I tried to email the company from their own website link, it goes to a list of ways to contact, however when you try to click the email link, it offers to sign you up for a newsletter email chain. And offers no actual email address to contact. Their contact chat bot is a generative ai that doesn't recognize issues and keep posting FAQ articles.

  

  Business Response

  Date: 07/28/2025

  One of our associates spoke to Mr ******* today, 7/28/2025, and explained how the bills were delivered llate due to our recent billing conversion. Mr. ******** account is currently paid in full. He was also advised that the issue has been corrected and will reflect on his September statement. A credit in the amount of $10 has been applied to the account to correct the late fee that was charged. Mr. ******* was given our direct number in case he has any further issues. We sincerely apologize for the inconvenience this issue caused. Thank you!

• Initial Complaint

  Date:07/21/2025

  Type:Customer Service 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 tried calling Sparklight on numerous occasions to try to resolve a billing issue. This business keeps increasing the amount of my bill. Nobody picks up or the line goes dead and hangs up. I am extremely dissatisfied and disappointed. I no longer would like service from this company. I have no way to disconnect service as there isn't a person available to speak with.

  

  Business Response

  Date: 07/23/2025

  Following the receipt of Ms. ****** complaint, one of our associates was able to speak with her over the phone. Her promotion had expired and she stated that she tried to reach us but was unable to get through. Ms. **** was given a ***** courtesy credit and offered a ***** promotion for 1 year. Ms. **** agreed to the promotion. She also asked what steps to take if she decided to cancel and our associate explained that the equipment would need to be returned and she was given the location to her local office. We sincerely apologize for the inconvenience Ms. **** experienced and appreciate her for reaching out. Thank you!

  Customer Answer

  Date: 07/23/2025

  
  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:07/21/2025

  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.

  Sparklight internet service provider, provides internet and wifi services to my home. They recently made a change to the billing contract in which my bill would increase from $56.18 to $67.23. Instead of charging the correct amount, they fraudulently auto-charged my account $92.43. Upon attempting to get in touch with someone to reverse the fraudulent charge, I get passed around their call center, never reaching anyone that can reverse the issue! I have been on endless phone holds with this company, attempting to correct their error. I also have a job to work, and cannot remain on hold for their mistakes. I am now in the process of filing a fraudulent charge dispute with my bank!

  

  Business Response

  Date: 07/23/2025

  Following the receipt of Mr. ********** complaint, our team was able to speak with the customer and review the account. An adjustment of $25.25 was applied to the account to correct the overcharged amount. Additionally, we have applied a monthly loyalty credit of $30 to the customer's account as a gesture of goodwill. We apologize for the inconvenience this issue caused and appreciate the customer for bringing it to our attention. Thank you!

  Customer Answer

  Date: 07/23/2025

  
  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:07/19/2025

  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.

  They are trying to charge me on my final bill for equipment that they picked up and are saying that they do not have. They continued to increase our prices until we went with another carrier. The other carrier brought their own equipment. We didn't need theirs. We had a heck of a time just getting them to come get it. Now we know why. They wanted the money for it.

  

  Business Response

  Date: 07/23/2025

  Following the receipt of Ms. ********** complaint, one of our associates contacted the former customer to explain that we applied a credit for the equipment cost and that she still has a remaining balance of $9.99 for services rendered. We sincerely apologize for the mistake and appreciate Ms. ******** for bringing it to our attention. Thank you! 

• Initial Complaint

  Date:07/18/2025

  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 subscribed to Internet with this company which used to be cable America in my area. When I moved into my new place I had severe latency issues which was resolved. Since then it works occasionally and also goes down literally almost daily, I see my router go down and up every time it does on my phone. Theres some outages that are 6-8 hours which one happened recently. But today, I was attempting to use the internet to update a medical device that keeps me alive and it went down yet again and would not stay up for me to update this device which keeps me alive. The internet is also used for this device to send updates to my doctor, but that cant happen when the internet is down. I pay for a service, I want that service, not half of it. Bring back cable America, at least they had an okay customer support team and also reliability. At least when I called their customer support team they could pull up my account. Half the time when you call sparklight they cant pull up your account because their systems dont talk. Its been over a year since they moved to this area, so it tells me they likely haven't made a meaningful attempt at doing so. When you call their customer service expect to wait forever as well just to get re routed to someone else because they cant see your account or something. Eventually on the third or fourth person they will be able to pull it up.

  

  Business Response

  Date: 07/28/2025

  Following the receipt of Mr. ******* complaint, a technician was sent to the residence on 07/24/2025. On 07/18/2025, we had an issue in our headend that was causing equipment failure for many of our customers that caused multiple towns to go offline for several hours. The problem was identified and our vendor is coming out next week to service the headend equipment. Currently, the equipment onsite is back up and running at normal operations. We have issued Mr. ***** a credit for 8 days of service in the amount of $27.56. We sincerely apologize for the inconvenience this issue caused and appreciate Mr. ***** for reaching out. Thank you!

   

   

  
  

  Customer Answer

  Date: 07/28/2025

  
  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:07/18/2025

  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.

  Hello I had a tech come out and bring me a eero device and its been difficult ever since. A *** put in wrong serial number so I havent been able to use it and now they want to charge me for it when I cant use it. Saying I have to go in person to office I dont drive and this was your mistake. Every since billing upgrade your quoting my internet at 85 a month irs never been more than $61 I am so done

  

  Business Response

  Date: 07/21/2025

  Following the receipt of Mr. ************* complaint, one of our associates contacted the customer and reviewed his billing details with him for the months of May, June, and July. He confirmed his understanding of the charges. During the call, we verified that the serial number that we had in our system for the eero device was incorrect and it has since been updated in our system. As a courtesy, we have applied $10 in credit to Mr. ************* account for one month of the eero equipment fee. Mr. *********** has been advised that if the device does not connect, he will need to reach out to our Technical Support team. We apologize for the inconvenience this issue caused and appreciate the customer for bringing it to our attention. Thank you!

   

• Initial Complaint

  Date:07/17/2025

  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.

  Sparklight changed my account number without notice and started to assess late fees to my (apparently) new account, eventually resulting in zero notice disconnection in-spite of cashing my on time payment checks made out to the original account number.I am unable to contact ********************** because none of their customer service numbers will allow me to speak with a representative.I wish to cancel the service due to their incompetence but cant reach anyone.

  

  Business Response

  Date: 07/22/2025

  Following the receipt of Mr. ******** complaint, one of our associates contacted the customer and explained that the notices had been mailed. We apologized that he did not receive one and offered to send another, but he declined. Mr. ********************* concern about not being able to reach a customer service representative. We explained that we are currently experiencing a high call volume due to a billing migration, and he said he understood. Mr. ****** requested a discount, noting that he had switched to another provider and had been without service for a week. We processed the disconnection of his services effective 07/01/25. We sincerely apologize for the inconvenience that these issues caused and appreciate Mr. ****** for reaching out. Thank you!

• Initial Complaint

  Date:07/17/2025

  Type:Order 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.

  Company is making the ability to cancel incredibly difficult. I am moving to a new house outside of their coverage area, online it says I have to call to cancel or I can use their app. Download their app and it says I have to call. Called multiple times and get hung up on after a few hours. Tried canceling before billing date and it feels like they're giving me the run around to squeeze out any money they can. I shouldn't have to jump through hoops to cancel services.

  

  Business Response

  Date: 07/21/2025

  Following the receipt of Mr. ********* complaint, our customer care team reached out and spoke with him to assist in cancelling his services on July 17, 2025. On July 18, 2025, our local team followed up with Mr. ******* and he stated that he was satisfied with the resolution. We have also applied a credit to the account in the amount of $28. We apologize for the inconvenience that Mr. ******* experienced and appreciate him for bringing this issue to our attention. Thank you!

   

• Initial Complaint

  Date:07/17/2025

  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.

  Back in April 2025 we had storms that knocked out electric and internet, after several attempts to get out here and fix my internet I finally called billing and cancelled my internet service the lady had apologized for them not getting someone out here to fix it and advised me to return router to the ****** office, which I did. Then today 07/16/25 I receive a bill stating I owe ******, when I reach out to Sparklight he informs me that my account was not cancelled and I owe the money, I ask him to please check phone records and usage so he could see I cancelled and the service was not being used here, where then he tells me to hold on, to come back and tell me tech support says I have to pay this balance!!!! This is ridiculous I had to switch services because I was being charged for a service that I couldnt even use and no one was willing to come out and fix!!! They are a scam and extremely rude!

  

  Business Response

  Date: 07/21/2025

  Ms. ******** was disconnected on 07/17/2025 and a credit in the amount of $338.97 was applied to her account on 7/18/2025. We apologize for the inconvenience Ms. ******** experienced and appreciate her bringing this to our attention. Thank you!

• Initial Complaint

  Date:07/16/2025

  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 had a brand new sparklight setup installed at the end of April with new equipment to use for my work from home job in healthcare. The cables were properly installed but the equipment I was provided was faulty and my Internet would fully go down once a day resulting in lost work hours. I called sparklight to troubleshoot and they said that because they couldn't verify the equipment going offline that it should be fine with a reboot which I had tried multiple times and it only fixed it temporarily. I updated the firmware on my own and tried unplugging all of the equipment and plugging it back in to no avail, I continued to experience daily connection drops that would interfere with my work and caused me to lose paid hours. Eventually the equipment went offline and did not come back on in the middle of my shift causing me to lose hours of pay while I went to swap the equipment out at the local office. I am disabled and do not drive so I had to pay for an **** both ways. When I explained that this issue had cost me $19.93 in ****s and $60+ in collective lost paid hours, the representative at my local office applied a credit of $84 to my bill to compensate me on July 1st. Yesterday, July 15th, I received my statement only to find the credit had been reversed. I contacted sparklight and explained the issue and they stated they had re-applied the credit. I received another email today that my statement was ready and the credit was not reflected in the balance. This was newly installed equipment that was faulty and I had done more than my diligence to ensure it was working. This has caused me to lose money and cause attendance issues with my job. I am simply requesting they honor the credit I was given at the local office as this is absolutely unacceptable. They had already applied the credit and to go in and reverse it after the fact is infuriating and causes even more financial strain on me than the missed hours and expenses for ubers.

  

  Business Response

  Date: 07/22/2025

  Ms. ****** was provided a month's credit to cover issues she previously had with her service. However, when the account transferred over to our new billing system, the credits posted as debits. This became a known issue on 7/16/25 and our customer service group made the corrections on 7/17/25. We sincerely apologize for the inconvenience this issue caused and appreciate Ms. ****** for reaching out. Thank you!