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

  313 N Williamson Ave Winslow, AZ 86047-3722

  
• 

  Sparklight

  1341 E Thornton Rd Show Low, AZ 85901-3829

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  

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:07/08/2025

  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 have a no soliciting sign on my door. 3 times now Sparklight sales peopkle have knocked on my door

  

  Business Response

  Date: 07/14/2025

  Following the receipt of the complaint, our sales team was notified on 07/10/2025 to longer solicit the address listed in the complaint. We apologize for the inconvenience caused and appreciate this being brought to our attention. Thank you!

   

• Initial Complaint

  Date:06/26/2025

  Type:Product 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 reached out to Sparklight on 6/23/5 to cancel my internet service as I had moved. I confirmed with them that I was canceling the service due to never receiving the advertised speed and that I was moving. I was told I would need to return their modem. I let them know that although I had originally received a modem from them it should have been paid for. They stated that they only lease equipment. They stated I was leasing the modem from at least 2017 and that the price was originally at ***** a month. I asked them why I wasn't informed about the cost, and they stated it was on my statement. When I asked why I wasn't receiving a statement they gave me an email address that was not mine and stated that the statements were going there. I asked to be connected to a supervisor, and they said they would call me in 72 hours and that they could not cancel the service without me returning the equipment or charging me for the missing equipment which would be another $100-$150.I called back sparklight on 6/26/25 and was told the something similar but that they could not tell me who had provided the incorrect email address or why I had not been receiving statements. They again said a supervisor would call me but would not cancel my service until they would charge me $100 or have the equipment returned. They mentioned that I was paying $***** which raised to $12 per month at one point and again would not cancel my service and have continued to charge **** estimate I have spent over $1000 since 2017 and that I should have been notified regarding the costs as the modem itself is only $100. It is misleading at best and honestly deceitful to charge 10 times the cost of equipment and not provide clear information that they are doing so.I should also have received notice if my statement preferences had been changed and they should be required to verify that I am the one making the change and not allow anyone else access to my account.

  

  Business Response

  Date: 06/27/2025

  Following the receipt of Mr. ******** complaint, the customer was contacted by one of our associates who verified the correct email address and updated the account. The modem was removed from the account and a credit in the amount of $958.35 was applied. Mr. ****** will receive a refund for this amount. We apologize for the miscommunication and appreciate Mr. ****** for bringing this issue to our attention.

  Customer Answer

  Date: 07/01/2025

  
  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:06/21/2025

  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.

  At approximately 11:30 am on 06/20, our internet went down without warning. I work remotely and this disrupted my job. The weather is perfect, so we knew that couldn't be the cause. I contacted Sparklight by phone, and before talking to a ***, received an automated message that there was an outage in our area with no ET for a resolution. The tech *** I spoke with said the outage was considered severe and that 4 "nodes" were effected. Since that time, we have had no updates. Their website says that 10 nodes are effected and again has no ET for resolution. As I am writing this, we have now been without internet for 28 hours. I called their tech line again and the *** said they cannot see what caused the outage, what steps are being used to rectify it, or how much longer it will be before it is resolved. I demand that Sparklight be more forthcoming with information when this type of situation occurs and what reimbursement for loss of service they intend to make.

  

  Business Response

  Date: 07/24/2025

  We experienced an outage on Friday, June 20th caused by an unreported fiber cut. We experienced additional issues with splicing the damaged fiber, which unfortunately added several hours to the outage. We issued a social media alert to all customers on Saturday, June 21st. We sincerely apologize for the inconvenience this outage caused. We have spoken to Mr. ********* to explain this issue to him. Thank you!

   

  Customer Answer

  Date: 07/24/2025

  
  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:06/20/2025

  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.

  Returned equipment to a dropbox they instructed me to return to. They say it never got returned. It did get returned!!!!

  

  Business Response

  Date: 06/24/2025

  Following the receipt of Mr. ******** complaint, one of our representatives in our Brazil office contacted the customer to confirm that the equipment has been returned and the amount due has been credited to his account. We sincerely apologize for any miscommunication on our end as well as the inconvenience caused. We appreciate Mr. ****** for bringing this to our attention. Thank you!

• Initial Complaint

  Date:06/17/2025

  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.

  My son moved out of his Apt on Sept 30, I called to ************** for 10/2. I am being charged for 2 months no one lived in the apt. I called to take the charge off my existing bill. I will pay to 9/30 but was told since the equipment was taken to the store late, I was being charged. My son was not living in the Apt. he moved out on 9/30/2025

  

  Business Response

  Date: 07/24/2025

  Following the receipt of Ms. ********* complaint, we have applied two months of credit to the account. We sincerely apologize for the inconvenience this caused and appreciate Ms. ******* for bringing it to our attention. Thank you!

• Initial Complaint

  Date:06/16/2025

  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.

  As previously stated, the company sent me an Eero wireless router last year when I was having wifi connectivity issues in my furthest home bedroom. At the time, they said it was for free, as a customer accommodation. Now, they are threatening to start charging a rental fee on something they ostensibly gave to me for free previously. Feels like bait and switch to me.

  

  Business Response

  Date: 07/28/2025

  Following the receipt of Mr. ******** complaint, we have agreed to waive the $0.99/month charge for the next 12 months. Based on the telephone conversation that he had with our Senior Director of Regional Operations today (7/28/2025), Mr. ****** was satisfied with the resolution. Thank you!

• Initial Complaint

  Date:06/05/2025

  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.

  TV App fails on a regular basis while all other apps on prime Tubi etc work fine. The say they are working the issue but black out of local and national channels has been going on for months. I have spent hours on the phone with Sparklight tech services with out resolution

  

  Business Response

  Date: 06/17/2025

  Following the receipt of Mr. *********** complaint, our local Advance Technician was sent to the plant where he found several issues. These issues have since been resolved. Our Senior Director of Regional Operations contacted Mr. ********* this morning and he stated that he has not had any issues since June 12th. He stated that he did not want the F1 box at this time and will call in if he experiences any more issues with his service. We apologize for the inconvenience these issues caused and appreciate Mr. ********* for bringing them to our attention. Thank you!

  Customer Answer

  Date: 06/17/2025

  
  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:06/04/2025

  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 came into my business to install their internet service. they cut my original line from current internet provider and left me without phone service for over 24 hours. The technician said he couldn't complete the job. The next day two more company men came in my store looked over the install and apologized to me. They stated that Sparklight isn't compatible with my phone system and they would repaid the cut coax from the day before and get my original internet back operating. which they did. Now they are trying to charge me $333.29 for something that was never installed. I contacted them and they stated that their technician left a piece of equipment at my store and I would be responsible for paying for it. Then they sent someone to my store and retreived the equipment and I'm still getting a bill.

  

  Business Response

  Date: 06/12/2025

  Following the receipt of Mr. ******* complaint, we have issued a credit in the amount of $333.29. We sincerely apologize for the inconvenience caused by our inability to set up service as well as the oversight relating to the charge. We appreciate Mr. ***** for bringing this to our attention. Thank you!

  Customer Answer

  Date: 06/17/2025

  
  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:06/04/2025

  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.

  Im requesting a billing adjustment for ongoing service disruptions with Sparklight.On June 3, 2025, both I and my neighbor (on separate accounts) experienced a complete internet outage. This was not an isolated incident weve had repeated service drops, and Ive documented the most recent one with detailed ping logs, showing timeouts and destination unreachable errors. Despite being told a manager would call me back within 24 hours, no one followed up.I run an online station and rely on uninterrupted internet for my work. The $20 courtesy credit is not enough given the repeated issues and lack of proper resolution. I am requesting a more substantial billing adjustment that reflects the actual disruption, loss of service, and the time Ive spent documenting and following up.Documentation attached. *** complaint has also been filed.

  

  Business Response

  Date: 06/17/2025

  Following the receipt of Mr. ******* complaint, it was discovered that there was noise interference in the line. This issue has been resolved and everything is running properly. Two messages were left for Mr. ****** but we have not received a call back. We encourage the customer to call us back directly if he has any questions or experiences any further issues. We apologize for the inconvenience this issue caused and appreciate Mr. ***** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 06/17/2025

  I appreciate that a Sparklight field tech called me today and that we were able to speak directly around 4:30 PM CT. However, just 10 minutes before that call, I experienced another service dropoutthe first since the noise interference was reportedly resolved two weeks ago.
  While I acknowledge their recent efforts, the overall issue has been ongoing and has caused repeated disruptions to my business. I operate a live-streaming radio station that depends on reliable internet access. The extended period of instability has cost me listener trust, impacted station performance, and created major inconvenience over the past month.
  I am formally requesting a two-month service credit as a gesture of accountability for:
  ***************** degradation
  Delayed resolution
  Reputational and operational disruption
  I will continue to monitor the line and document any further issues. I appreciate the BBBs support in helping resolve this fairly.

  
  ******* *****
  

  

  Business Response

  Date: 07/14/2025

  Following the receipt of Mr. ******* rebuttal, our Technical Operations Manager reached out to Mr. ***** and the customer agreed that a 2 month credit to his account would satisfy his concerns. The credit has since been applied to Mr. ******* account. Thank you!

   

  Customer Answer

  Date: 07/19/2025

  
  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:05/27/2025

  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 regarding Sparklight account #*********. around 18 months or so, I called Sparklight about my bill. The gentleman that I spoke with told me he could switch me to a 300M a month plan for $65 a month, and that this was a lifetime price, that the monthly bill would never go up. This was on a recorded call. A month or two ago, my bank gave me a new debit card, same account number. ********************** had difficulties entering this new card, and any credit card that I had for payment. It appeared that my account was banned from making a payment using any kind of card. This caused my account to be discontinued. Sparklight then restarted my account but increased the monthly cost of $71.Sparklight will not honor the lifetime price that they previously honored. It is convenient that they were able to discontinue the previous rate and restart at a higher rate. I would like to have Sparklight honor the lifetime rate that they provided on a recorded call of 300M for $65 a month. I spoke with **** at ************ and also a local manager at ************ Bottom line - Sparklight - are you willing to permanently frustrate and embitter a customer over $6.00 a month with this lack of integrity?

  

  Business Response

  Date: 05/29/2025

  Following the receipt of Mr. ******* complaint, one of our associates called the customer on 5/27/2025 and explained to him that we have never offered lifetime HSD pricing. The associate Mr. ***** spoke with 18 months ago was our previous **************** Manager and the call would not have been recorded. We did miss a credit in the amount of $30 and have since credited that amount to Mr. ******* account, which brought his balance down to $71. A payment was taken from the customer and the $10 fee was waived. Mr. ***** was also set up on EZ Pay. His next payment will be pulled on 6/22/2025. We did inform Mr. ***** of the $6 increase to his bill on his ***** billing statement. When asked if we had any lower payment plans, we let Mr. ***** know that the plan he is currently on is our lowest plan, however, we offer a program called Lift that he could look into and see if he qualifies. Mr. ***** declined. We apologize for any misunderstanding and appreciate Mr. ***** bringing the issue to our attention.