Hi neighbor!

As part of our continued efforts to improve your Sparklight customer experience, we’re upgrading to a new billing system — and that means some improvements are coming your way! Our goal is to make managing your services easier and more convenient, with new tools to help you stay connected. Here’s a detailed look at what’s changing, what to expect and how to make the most of these updates.

Key Dates to Know

Here’s a quick timeline of what’s coming:

• July 1–July 12: The billing system upgrade takes place behind the scenes.
  • Most services will continue to work as usual, but we recommend holding off on updating your phone number, email or account devices during this time.
  • July 10: At 10 p.m. Pacific Time, your Sparklight online account and MySparklight app will go offline.
  • July 11-12: The ability to make account changes, like updating your Auto Pay and payment info, will be temporarily paused.
  • July 12: At 10 a.m. Pacific Time, all payment options (online, app, phone, in person) will be paused until 9 a.m. on July 13th.
  • Beginning July 13: The new Sparklight billing system is available to you.

Tip: Keep an eye on your inbox (or mailbox) and this support page for updates and information on the new system's features.

What’s Changing and What’s New?

Here’s a closer look at what’s coming your way once the upgrade is complete July 13:

• A new Sparklight account number: You’ll receive a brand-new 16-digit account number that will replace your current number. You’ll use this new number when making payments and setting up your online access.
• Access to the refreshed Sparklight online customer portal: Your new online account offers faster load times, a smoother navigation experience and improved tools for Auto Pay and one-time payments.
• Smarter, more accurate billing and taxes: Our new system uses your full 9-digit ZIP code to calculate applicable taxes — which means you may notice an adjustment in your tax amount. It’s all part of our effort to make billing more precise and transparent, and to accurately reflect the local, state and federal tax and regulatory requirements specific to your area.
• Slightly updated billing date ranges: Some customers may see a shift in their billing cycle. As a result, the total of your next bill may be a different amount than usual. As we align your billing cycle with the new system, prorated charges may result in a slightly lower or higher monthly bill. If you’re on Auto Pay, your draft date won’t change — it’ll still be processed on the same schedule you’re used to.

Note: If you normally receive your billing statement during the first half of the month, you will experience a delay in receiving your July statement. The first batch of delayed statements is scheduled to be delivered — either digitally or by mail — starting July 15.

Paying Your Bill — Before, During and After the Upgrade

Before and During the Upgrade:

Until July 10th, you can continue to make payments just like you do today. Accepted payment methods during this time include:

• Online: You can pay your bill through your current online Sparklight account, MySparklight app or Quick Pay — a one-time online payment.
• Phone: You can make a payment over the phone using our automated system.
• Mail: You can send a check using the remittance slip included in your statement. Be sure to include your current account number to avoid processing delays.
• In Person: You can pay at a local Western Union or any third-party payment sites inside a local Walmart location.

From July 10-12:

• On July 10th at 10 p.m. Pacific Time, your Sparklight online account and MySparklight app will go offline.
• Starting July 12th at 10 a.m. Pacific Time, Quick Pay will no longer be available, and all payment options will be temporarily paused beginning at 11 a.m. that same day until they resume at 9 a.m. on July 13th.

Note: If you're already enrolled in Auto Pay and your payment method is up to date, you're all set — your payments will continue to process as usual during the upgrade.

Just a quick heads-up: During the upgrade, there could be a small delay if you choose to pay by mail or in person, so we recommend using our online or automated phone payment options.

After the Upgrade:

Once your transition to the new system is complete, you’ll be able to take advantage of additional convenient payment options, including:

• Expanded in-person payment options at MoneyGram, in addition to your current Western Union and Walmart third-party options.

What If I Use Auto Pay?

If your current payment method is up to date, you’re all set — we’ve taken steps to make sure your Auto Pay will continue without interruption during the upgrade.

Here are a few helpful things to keep in mind:

• Once the upgrade is complete on July 13, we recommend logging in to your online account or the MySparklight app to double-check that your Auto Pay is still set up the way you want it.
• If you use a third-party service — like your bank’s bill pay tool or a credit card portal — to make automatic payments, you’ll need to update those settings with your new 16-digit Sparklight account number. That way, your payments will continue processing as expected.

Important note:

• If your payment method is about to expire or you need to make any changes, please do so before July 11 or after July 13. During the transition window, changes to Auto Pay or payment details may not be available — so it’s best to plan ahead if an update is needed.

Will My Charges Change?

Your monthly service and price aren’t changing — but it’s possible the total of your next bill will be a different amount than usual. As we align your billing cycle with the new system, prorated charges may result in a slightly lower or higher monthly bill. You may also see variations in the taxes assessed. As always, we’re here if you have questions.

What Should I Do Once the Upgrade Is Complete?

Once the new system is available on July 13, here’s what we recommend:

1. Review your new billing statement layout.
2. Double-check that your Auto Pay is set up correctly.
3. Update third-party payment portals with your new account number and remittance address.

Need Help?

We’re here for you. If you have questions at any point, you can:

• Come back to this page and check for updates
• Start an online chat (click the chat bubble on the bottom-right corner of your screen)
• Call us at 877-692-2253 — Monday through Friday between 8 a.m. and 5 p.m.

Thanks for being the best part of the Sparklight community. We’re excited to bring you this upgraded experience and look forward to continuing to serve you!