Sparklight — Local services in Cottonwood

This is for the lack of support and the amount of technical difficulties I have faced ever since this "new and easy billing" has came to be. Why did you fix something that was never broken and now it is all impossible to use. I couldn't even add my bank account and update my payment method to the app because there was a technical difficulty. this is only the beginning of the inconveniences I have experienced with your company in the last 3 weeks.

Every time I contact chat support online, and I need to reach a representative because of course the chat bots are not helpful at all, I never get an agent, I have tried this a total of 3 times and have yet to actually talk to a person. So I end up calling and get put on hold for 30 minutes or more. The first time I reached out was the fact that I had 3 different billing amounts none of which were correct by the way. They charged me for an installation that never happened, luckily I was paying attention. When I moved down the street it took me TWO HOURS while I was moving to get my internet turned on. That is all they had to do was switch it from one house to another. Two hours on hold I waited, because they didn't have my information correct. When I had called days before to let them know I was moving. Then I had to make a whole new account, because of this new system.... and I was finally able to figure out what my balance was, now I can't even pay the damn thing because I cannot reach anyone, and the app will not allow me to add my bank account information.

I am one more hiccup away from switching internet providers just for the simple lack of services and amount of technical difficulties I have experienced. Your new system is so faulty and you are not helping your staff out by expecting them to deal with all of this. Fix it and do better so your employees and customers don't...

Very poor customer service. Was on hold for 20 minutes. No one ever picked up. The prompts kept saying :there are zero callers ahead of you", and then :we are experiencing high call volume." I finally selected the prompt to have someone call me back. The agent called me back within half an hour. She was pleasant. But, after 45 minutes, she couldn't answer either of my questions. My first question was, when are they going to come and bury the cable that they laid across my driveway two weeks ago? She said she forwarded an email to another department and someone would get back with me. It's been forty eight hours and I haven't heard back from anyone yet, and the cable is still laying across and obstructing my driveway. My second question related to billing. I am new to spark light.And I ordered my service online requesting a package deal that included two Eeros. When the service guy came to install everything he said there were no eeros ordered. However, he had a couple extra on his truck and he installed them for me. Very nice fellow. He said I would need to call billing after the service was up and running to make sure they added those 2 eeros into the package deal so I wouldn't be charged extra. During my call, i explained this to the agent and she transferred me to the billing department. The billing department never picked up the phone. I finally had to hang up and get back to work.

When I was trying to get all my devices hooked up, after the initial installation, I called tech support reharding printer connectivity. He basically told me that my printer was a piece of garbage. Very rude.

So far, the connectivity of the internet has been good. But if you have an issue, good luck getting someone to help you. I'm considering canceling it because i'm fed up with...

I am so incredibly angry. I sped back to my apartment from driving my Mother to a medical appointment in Flagstaff. I had to be present for my high speed Internet install. I had just signed up with Sparklight. I checked the location of the installer with a messaged link and a website said he was here. No Sparklight vehicle in the apartment parking lot. No knocked at the door. I got no phone call or message. Then I checked the location and it said the appointment was cancelled. I spent 40 useless minutes- mostly on hold - with "customer service" only to be told I cancelled the appointment. I spent a further hour at the local Sparklight office to be told the installer declared me a "no show", cancelled the appointment and left. Cannot get anyone at Sparklight to register a complaint. A neighbor at the apt complex said the Sparklight vehicle came, stayed 5mins and left. This is how the treat people trying to start service. I do not know how I will get tech support for my devices if this is what I have to look forward to. As to salesman who sold me this plan I hope your happy. I hate this company. At no time did they make an effort to make things...