I Get An Error Accessing My Bill 

In an effort to provide the highest level of security, Sparklight will discontinue using TLS 1.0 (Transport Layer Security) which could cause some customers to receive an error message like the one below when trying to access bill pay options or the online shopping cart.  Any device that is not using TLS 1.1 or higher will not be able to connect to My Bill. Today, all recent versions of the major internet browsers provide the option to use TLS 1.1 & higher. 

If you are receiving an error message like the one above when accessing Sparklight websites such as the Customer Portals or All Digital Device ordering, please see below for instructions how to update your browser security.

INSTRUCTIONS FOR ENABLING SSL VERSIONS TLS 1.1 & TLS 1.2

Internet Explorer, Microsoft Edge, Google Chrome, Opera

1. Click the 'Start' button and type in 'Internet Properties'
   
   
2. Click on the 'Advanced' tab
   
   
   
3. Scroll down to the 'Security' section
   
   
   
4. Locate the 'Use TLS x.x' options and ensure TLS 1.0, 1.1, 1.2 are checked. There is no need to check any experimental TLS versions, if they appear like in the screenshot below.
   
   
   
5. Click 'Apply' and then 'OK' to exit.

FireFox

1. Open FireFox
   
   
2. Type in 'about:config' in the URL bar and press Enter
3. Scroll down to 'security.tls.version.max' and click on the edit icon
   
   
4. Set the value to 4 and click the check mark icon to save.
   
   

Safari

There are no options for enabling SSL protocols. If you are using Safari version 7 or greater, TLS 1.1 & 1.2 are automatically enabled.

Troubleshooting

Troubleshooting suggestions: 

Ensure you have current antivirus and/or malware protection. 

• YES, my antivirus and/or malware is up-to-date: 

• • Verify the definitions are current and then run a scan. 
  • After any issues have been corrected, visit https://www.howsmyssl.com to verify.  The website should report that the SSL client installed in your browser is 'Good'. 
  • Access My Bill to validate the issues are resolved. 

• NO, I need to update or install antivirus and/or malware software: 

• • If you don't have current antivirus and/or malware protection, consider evaluating and installing a reputable antivirus/malware software solution, many of which are free 
  • Once installed, run a scan to ensure all issues are identified and resolved. 
  • After any issues have been corrected, visit https://www.howsmyssl.com to verify.  The website should report that the SSL client installed in your browser is 'Good'. 
  • Access My Bill to validate the issues are resolved. 
  • You also may want to seek a local computer support service, if necessary, to determine what is causing your device to not report 'Good' even though you may have TLS1.1 and TLS 1.2 options enabled. 

TLS FAQs

What is TLS?

TLS stands for Transport Layer Security protocol. This protocol is an industry standard designed to protect the privacy of information communicated over the Internet. 

Why am I receiving an error message when trying to access my bill or the online shopping cart? 

Customers who are using an outdated TLS version will receive an error message when trying to access bill pay or the online shopping cart. To maintain Payment Card Industry (PCI) compliance, Sparklight is required to disable TSL 1.0 on our servers to ensure our customer's personal information stays safe and secure.  

Was my information was secure before?

Yes, but to ensure it stays secure, your browser must be updated with the latest TLS version.  

Will I need to worry about this in the future?

No, once you enable this function in your browser, you should not have to do it again in the future. Most web browsers have this feature enabled automatically.