Sparklight — Local services in Show Low

The first year I was with Cable One, my service was flawless. I had to call them maybe twice over small interruptions of service. However, for the last month, I've had nothing but problems. First, the service went out (while we were streaming a movie) and it took hours to get it back up and running, but when it did, WiFi didn't work. I spent several hours on the phone with customer service, and they decided I needed a new modem. I drove into town and exchanged modems, came back installed the modem, and nothing worked. Three more phone calls and over an hour on the phone with customer service, and it finally started working again. Then a week or so later, there was a power outage, and when the power came back on, the modem did not come back on line. I spent about an hour on the phone, got everything working again. Then a week after that, the internet goes out again. This time I get service rep named Kathy (or Cathy) and she stays on the phone with me, and tells me what she was doing, what she was seeing on her end, what notes she was making on my account. I was SO PLEASED that I asked to talk to a supervisor and complimented her. Since then I've lost internet 3 more times. Each time I've gotten worse customer service reps. A guy named John who sounded so bored I thought he was a machine at first, as well as an actual machine (during regular business hours!) none of them seem to know why I keep losing my service. Yesterday, I lost internet again. I called AGAIN. This time the rep didn't even try anything to get the service up and running. He just told me he was going to send a rep out to my house to look at stuff. He tells me "it's an all day appointment" and that "moving furniture isn't part of the the cable company's responsibilities, so have all furniture moved before he gets there" I'm a single mother with a teenage daughter. My desk, is right where the movers placed it, it's antique, and it's heavy. I certainly hope that's not a problem for the cable guy. As I post this, my internet is up and working, after literally HOURS of not working yesterday. I'm still having the guy come out and look, because I'm tired of the constant service interruptions. When the service works, it's great. It's a hell of a lot faster than Frontier, and so I want to stay with Cable One, but I am BEYOND fed up at this point. I will be calling and demanding a credit for the days I've had no service, and I may even attempt to charge for my time today. An all day appointment (between 8am and 7pm) is ridiculous. I make $10/hr at work, I think that's what I'll...

Very difficult company to deal with. They have a monopoly in Lakeside, AZ & use it. I could write chapters but I'll try to be concise. I signed up because I'm a 6 month resident & they offered a seasonal disconnect. Service for 6 months, turned off for 6 months. Fine for the 1st year. The 2nd year not so much. Even though they have my email address, (where they never missed sending me a bill) they sent bills to my empty house....even though I was in "seasonal disconnect." And sent me to collections! Took a month for them to fix this once I returned. Of course, services didn't work for weeks...but that's an entirely different story. This year the customer service person said "Yep....no problem. Your shut off for the winter." Wrong! Next day they call & say "Well, we can't do that anymore unless you disconnect your cable streaming. But for keeping your wifi modem in place, that's now $10 a month. Ok, so I do that. Now I get a bill a month later for $100 because I didn't turn in my modem. That I'm supposed to be paying $10 a month to keep in place! This time customer service (this one in NM...others have been from various states) says "You canceled your cable streaming so you needed to turn in your modem." I said then why am I getting billed $10 a month? She says "Because you canceled. Nothing in the notes about seasonal disconnect. And by the way, now that's $10.50 a month." I asked if there was a cooperate number I could have to call & lodge a complaint about this continuing nonsense and the answer was "No!" A left a VM for the cooperate CEO. Don't really expect a response. The instant this company gets actual competition in this area, they're going to lose 60% of their customers. And...

I've been a seasonal customer for several years. This years startup was a nightmare. I called the last week of April to have the service turned on, stating I needed it by May 12th and was told the modem I had would work fine. Your employee named Jonas assured me my service would be on. I ended up with no service at all and was given totally wrong information. When I called back on May 12th, Jonas told me I needed an updated modem, the one I had could be thrown out. I could buy a new modem, schedule a tech that was two weeks out or drive to the office. I made the long drive to your Show Low AZ office and returned the old modem. The employees told me that my service had never been turned on and my modem was fine, but they would update it since I was in the office. I was also told I would of been charged if I had not returned the old modem. I'm an unhappy customer!

This years startup was a nightmare, your employee named Jonas gave me totally wrong information and I ended up with no service at all. After being told by Jonas that a tech was not available for two weeks, I made the long drive to your Show Low AZ office to be told that my service had never been turned on...