Sparklight

EDIT: Bumped from 1 star to 3. It was only after I posted this negative public review did I get some help. 4-5 calls over 11 days yielded nothing. Post one negative review and I get put in touch with a guy who says he can get a tech out to me either today or tomorrow. They came this evening and got it fixed. The negative squeaky wheel gets the grease unfortunately. But why were the other call operators unable, or did they simply refuse, to call a tech to my area? The world may never know. Worst internet provider I've ever had. Why did Fidelity sell to this garbage company!? I am about to complete week #2 of no internet. I've called 4 times. Been told to just keep waiting twice. Been told techs were coming twice. Nothing. Told I was put on a list for techs working in my area and they should be out to see me real soon. That was 5 days ago. Nothing. The reps answering calls have absolutely no idea what they're doing. Just keep telling me to keep waiting. They have no idea how to diagnose anything. All they say is to keep waiting for a tech. LOL. Calling it an awful Internet service would be an understatement.

Edit: Talked to the online chat like the reponse said, and they were useless and couldn't help me. Terrible company DO NOT GIVE THIS COMPANY YOUR BUSINESS. Storms on April 5th ripped out power cable The first time I called support, I wasn't aware the cable sitting in my backyard was for the internet. The guy on the line told me internet would be restored that night of the day after and I was content. Call #2 was a couple days later. I noticed that on this companies Twitter page they said the outage had been resolved, which didn't make sense because I still didn't have internet. At this point I knew about the downed line so I figured they needed to be informed of it. I called the number on the Twitter page. What followed was me waiting in the que, getting to the front of it, then the help desk person telling me they couldn't help users who merged from fidelity yet. They then proceed to transfer me back to the same que that couldn't help me. This happened 3 times before a lady finally actually tried to do something and contacted the help line that could actually work with me. She said they would call me back ASAP, and then they never called me. Call #3 was a couple days later, at this point I was nearing a week with no internet. Called up the right number this time (fidelity users have there own separate line we have to call, the Twitter page failed to mention this) and got the same guy from call number 1. He pretty much blew me off and told me that it would be fixed that night or the next day (heard that one before). He also said I had 300 dollars in overdue fees which didn't make sense because I was up to date on my bill. Turns out when I moved service a couple months ago they failed to close my old address account, so I had to talk to billing and get that resolved. The billing person was nice and redirected me to ANOTHER help line (why so many help lines for one company??) and this new guy actually tried to help me. He emailed the local office and said they would contact me (spoiler, they never did). After another few days I called again to get an update (#4). The lady said that she could see the email the guy sent and a supervisor acknowledged it. Cool. A couple more days go by and I still haven't heard anything so I go for call #5. This person decides to schedule a tech to come out there (why didn't we do that earlier). She schedules it for like 5 days later because there isn't much availability. I'm so beat down at this point that I just accept it and appreciate the fact I at least have a timeline. I made sure to let her know that I wouldnt be there when the tech arrived but it was all outdoor work anyway, and gave her instructions to get to the backyard. Now to today. The last lady told me to expect a call when the tech was on his way. I never got one so I decided to call (#6) around 3ish. Apparently the tech arrived but left when he knocked and didn't get an answer. Again, I already made it known I would not be there. I have an hour plus commute and can't take a day off work for something that is entirely outdoor work. The lady I called said that they would make a new ticket for MONDAY but escalate and they should get back out there today. It's 7 PM and sure enough no one has shown up. At this point I'm expecting no one to even attempt to come out until Monday and when they do they'll probably just leave without doing anything again since I'm not there. Sorry for the wall of text but I feel like I really have to write out the whole story to truly get across how ridiculous this has been. Note during this entire story I have not been able to get in contact with one person who is actually local to my area. Fidelity was a great company I was happy to use, but sparklight is an incompetent pitiful excuse for a company. I will say when your internet does work it works good, and good prices too. But all the misinfo and lies support has given me has spoiled any goodwill built over multiple years

This ordeal started on the 17th. Edit 2: We bought a new router and installed it correctly. I know what is going on but just to prove it, I got a new router. Not only was it still terrible but now worse than before! Packet loss testing revealed it's on their end and not in fact our stuff. The 8th rep I talked was the one that was actually helpful and didn't lie to me or treat me like I know nothing about part of what my job entails which is IT. Edit: This makes going into day 6 and it's worse than before. There have been nor are there any technicians dispatched to the area implementing emergency fixes. I do not appreciate customer service laughing at me either when I call in or explain that their speed tests are wrong, which is what the 7 rep I spoke to did. You are in fact throttling us and I want it stopped now! Before I start seeking legal options. I shouldn't have to use third party companies or call in just to be informed something is wrong with my internet and they're supposedly working on it. I run a business that depends on stable connectivity. Usually it's great but not today! I am losing income and precious time because of this. It's absolutely unacceptable. I wouldn't be so angry if this company proactively alerted all customers to problems instead of us having to call in and sit for long time on the phone just to be told what we already had confirmed by a third party. Get it together or I am taking my business elsewhere.

My internet was out when I came home on the 9th of May. I called sparklight to make an appointment to determine what the problem was and repair my service. The earliest they could come out was the 14th of May. I set the repair time for after 4pm. I called back on the 13th to verify and was told repair was set up between 8 and noon. They are told me there was no openings for that time even though I set it up for that time. Now it will be the 19th before repairs can be made. As long as Sparklight get there money each month their not concern about their long time existing customer service. Very disappointed in their customer service.

We have been customers of fidelity with no issues for almost 10 years and ever since they switched to Sparklight, it's been nothing but a nightmare. I've been trying for the past week to login to my account to see what we owe and I can't get into it due to "technical issues." Then when I call the automated system, they gave me a total for our bill. We paid it, then I call and ask them to restore our service since the bill was paid. I was then told it was completely shut off because apparently we missed a payment that I wasn't even aware of because again, I haven't been able to login to my account to see anything. I don't understand why the system didn't tell me the total including the past due so I could pay it all. So now, I can't restore my service until I pay an extra almost $200 because of fees. I can't stand this company. Fix yourself and your "technical issues."

I had service installed on Feb 11th. The installer told me the cable world be buried within a couple of weeks. When the first week of March rolled around, I went to the office in person to tell term the cable still had not been installed. The lady told me the installers didn't put the ticket in. She told me she would move me to the top of the list. A month later, I called to request burying the cable again. The guy told me he would get an exact date and call me back, needless to say that never happened. Cable is still laying in yard. Very displeased with this company. I will go back to office in person very soon and make sure everyone in there understands my displeasure of their blatant lies.

This company does not deserve a single star. My grandmother is 92 and has used Fidelity's cable service for years. Once they switched to Sparklight, her account was auto-drafted for her payment and then she recieved a bill for the same month. When she called them about it they said that she was being charged twice for the same month because that was the month they changed from Fidelity to Sparklight and let her know she had 2 days to pay it or service would be cut off. I just hate to think of all the people who were double charged for the same month right around Christmas. The craziest part is that when she called to cancel her service because I set her up with internet TV, the representative offered to take her bill from $188 to $80. If they can knock $100 off a bill like that and still make a profit, they are pricing themselves out of the market. We are filing a complaint with the Attorney General and suggest everyone else who was double charged do the same.

Internet service has been out for a week due to a storm. They sent a technician to resolve our issue. Tech came, made, "repairs", but did not restore service. Called back, and won't be able to send another technician til next week. This has been the most frustrating experience I've had with fidelity. If they can't resolve, I'll just have to find another service because this is unacceptable. Edit: 12/26/24 Xfinity contacted me, and installed the same service, next day, for 25.00 cheaper per month.