Hi neighbor!

As part of our continued efforts to improve your Sparklight customer experience, we’ve upgraded to a new billing system, and that means some improvements are now available to you! 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.

What’s Changing and What’s New?

Here’s a closer look at what’s available with our upgraded system:

• A new Sparklight account number: You have been assigned a brand-new 16-digit account number that replaces your previous 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 was delivered on July 15.

Paying Your Bill After the Upgrade

You can continue to make payments via several convenient methods — choose the option that’s best for you!

• Online: You can pay your bill through your 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 new account number to avoid processing delays.
• Expanded In-Person Options: You can pay in person at third-party payment sites, including those located inside local Walmart stores, Western Union and MoneyGram — a new option now included with the upgrade!

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.

Here are a few helpful things to keep in mind:

• 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.

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 Now That the Upgrade Is Complete?

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!