Sparklight — Local services in Hilton Head Island

My recent experience with Sparklight has been by far the worst I’ve ever had with any internet provider. The level of unprofessionalism, disorganization, and poor customer service is beyond frustrating.

Its been 2.5 hours on the phone (still on hold), being bounced between departments, placed on lengthy holds, and ultimately hung up on—with still no resolution and no internet service.

After waiting on hold with technical support for over an hour, I was transferred to billing, where I was told I wasn’t on the account—even though I’m the primary account holder. I’ve never had this issue with Hargray, the previous provider.

In order to get that "cleared up," I was told to contact my children’s father at work to give them permission to speak with me(which was completely unnecessary and unprofessional). Then they claimed it wasn't a billing issue after all and transferred me back to technical support. After another 15-minute wait, tech support told me it was a billing issue—again—and attempted to transfer me back. That’s when they hung up on me.

The entire experience showed a complete lack of communication between departments, undertrained or understaffed support, and no respect for customers’ time.

I’m extremely disappointed and will absolutely be looking into other providers. Do better, Sparklight.

NOT TO MENTION I AM STILL...

I have had Hargray service since moving to Hilton Head Island, SC, eighteen months ago. Even with the antiquated systems in place with Hargray, I was successful in setting up auto pay. I have auto pay for every type of account so I never need to worry, but wait, we now have a contender to screw this up. Tuesday, I notice my internet is down. I never turn the tv on until 8pm or later so did not impact me very much. Wednesday, I need to catch up on emails using my laptop via internet connection. I recieve a call to come in to work, so no time for internet. Arrive home, speak with neighbor who is outside. No internet issues, jokingly says, maybe they shut off your service for non payment. I go inside and research. This lovely Sparklight company actually shut off service for a grand total of ~$58. Did I receive a call prior to service shut off? Absolutely not. I have auto pay to prevent things such as this from occurring. I call the 800 number for the payment center and they have all my credit cards stored. You have all my credit cards stored yet you failed to process a payment on my account and shut off service. If that is not enough, you charged interest. Is this a new profit center line item. Refuse to process the payment, charge interest, customer pays and feels like...

UPDATE: I spoke with an awesome rep named Melissa. She was empathetic about my situation yesterday, and she helped find a tech to fix my internet today. She turned a bad experience into a better one. Top tier employee. I updated the stars on the review.

I’ve just gone through the worst customer service experience I’ve had in my life. Internet went down Friday, and they put me on the schedule for a tech to come out on Tuesday. That’s too late since me and my significant other work from home, so after hours of calling I got moved up to Saturday 5pm-10pm window. After it got late and no one showed up (very unprofessional), I called back to figure out what was going on. After another two hours on the phone with service, I was told somehow dispatch cancelled the appointment and now my new appointment is WEDNESDAY, even later than the original time. With no explanation! I will call back tomorrow to see if they can make it right, but after a full day of the worst service I’ve ever experienced I’m not holding out hope. There is zero phone communication between the service team and dispatch. They can only email back and forth, and then the customer gets screwed over with no...