Coronavirus (COVID-19) Customer Assistance FAQs
Note: This is an evolving situation. We continue to make adjustments based on input and recommendations from Public Health agencies and government officials.
DATA & PLAN QUESTIONS
Q: Is it true you’re offering unlimited data for 30 days to help customers during the coronavirus (COVID-19) crisis?
A: Yes – we are automatically giving all of our customers unlimited data for 30 days effective March 13, 2020.
Q: What if the coronavirus (COVID-19) goes on longer than 30 days? Will you extend that offer?
A: We will reassess at the end of the 30 days based on the continually evolving (COVID-19) situation.
Q: I read that you’re offering unlimited data for 30 days, but I just received a notice that I went over my data. Why?
A: Please disregard that notice. We are currently offering customers unlimited data for 30 days as of March 13, 2020. You will not be billed for any data over your plan during this time.
Q: Will you be waiving installation and activation fees during this time?
A: We have not made any changes to installation and activation fees at this time.
Q: With many colleges moving classes online, will you be offering free services to students?
A: At this time we are not offering free services, however we are providing WiFi hotspots in the majority of our local office parking lots. We are also currently offering a 15Mbps plan for $30 per month. Please give our representatives a call at 877-692-2253 for further assistance.
Q: Will our speeds be increased to accommodate for the additional number of people using internet from home?
A: At this time, we have not made any adjustments to the speeds of our internet plans. However, we are automatically giving all of our customers unlimited data for 30 days, effective March 13, 2020. If you are interested in making a change to your service plan, you can use our self-service options at sparklight.com or call our representatives at 877-692-2253.
Q: Do you have a low-cost internet plan I can order?
A: Yes – we are currently offering a 15Mbps plan for $30 per month. Please visit sparklight.com/internet or call our representatives at 877-692-2253 for further details.
BILLING & PAYMENTS
Q: I read that if I had trouble paying my bill during this time, I could call and set up payment arrangements. How do I do that?
A: Starting Friday, March 13, we adjusted our process to ensure customers are not charged late fees and will not experience any billing-related service disruptions for the next 60 days. At this time, you do not need to make arrangements.
Q: Is it true you’re waiving late fees for the next 60 days if I can’t make my payment on time due to circumstances surrounding the corona virus (COVID-19)?
A: Yes, we are currently waiving late fees for those impacted by the corona virus (COVID-19). This is in effect for 60 days beginning March 13, 2020.
Q: I normally pay my bill in person. Can I pay online instead?
A: Absolutely. You can set up Easy Pay to have your payment made automatically every month, make a one-time online payment, or pay by phone using our automated system. Visit our support site at support.sparklight.com and search “payment options” for details.
Q: Are your offices still open?
A: In light of the coronavirus (COVID-19) crisis, and out of an abundance of caution to prioritize the health and safety of our associates, our customers, and the community, we encourage customers to do business with us online through our customer portal at www.Sparklight.com or over the phone: 877-692-2253. Our offices remain open for equipment swaps for the foreseeable future.
Thank you for remaining a loyal customer. We will keep you updated if there are any changes to our operations during this evolving situation and look forward to continuing to meet your connectivity needs.
Q: What will happen if my local office closes?
A: Sparklight offers a number of ways for customers to do business with us, including online through our customer portal at www.Sparklight.com or over the phone at 877-692-2253.