Note: In response to the recent increase in COVID-19 cases, we have adjusted our operations and our front offices will remain closed for the time being in order to best protect the health and safety of our customers, associates and communities. Additionally, technicians may be unable to enter homes at this time. Our representatives are happy to answer any questions about our revised operations at 877-692-2253. You can also learn about self-service options at support.sparklight.com. We appreciate your cooperation in helping us protect the health and safety of our customers, associates, and communities.
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DATA & PLAN FAQs
Q: With many schools holding classes online, what types of services are you providing to assist low income students and families?
A: We are currently offering a 15 Mbps internet plan for $10 per month for the first three months of service to help low income families and those most impacted from coronavirus challenges, such as seniors and college students, through Dec. 31, 2021.
Sparklight has also partnered with ACA Connects and EducationSuperHighway for the "K-12 Bridge to Broadband" program to help school districts and states provide internet access for students in low-income households. Under this program, broadband service providers help school districts and states identify students that lack broadband at home and then supply these connections.
We are also extending access to free public WiFi hotspots in the majority of our local office parking lots and other areas throughout the communities we serve through Dec. 31, 2021.
Q. Why did you start charging data overage fees again?
A. In an effort to assist customers and provide continued connectivity for those impacted by the coronavirus (COVID-19) pandemic, Sparklight suspended data overage fees on all internet services with a data plan from March 13 through June 22, 2020. After evaluating input from customers and customer data usage, we permanently boosted the majority of the company’s residential internet data plans by an additional 50 to 300 GB for free (based on plan), effective July 1, 2020.
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: Will our speeds be increased to accommodate for the additional number of people using internet from home?
A: While we have enhanced the majority of our internet data plans effective July 1, 2020, at this time we have not made any adjustments to the speeds of our internet plans. If you would like to select a different plan, our representatives would be happy to review options with you. Please give us a call at 1-877-692-2253 for assistance.
Q. Do you have a low-cost internet plan I can order?
A. Yes. We are offering a 15 Mbps internet plan for $10 per month for the first three months of service to help low income families and those most impacted from coronavirus challenges, such as seniors and college students, through Dec. 31, 2021. Please contact our representatives at 1-877-692-2253 for assistance.
Q. Is there a WiFi Hotspot in my area?
A. Please call us at 1-877-692-2253 for WiFi locations in your area.
BILLING & PAYMENT FAQs
Q. Can I pay my bill online?
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. Learn more about payment options via by visiting this support article.
CUSTOMER SUPPORT FAQs
Q: Are your offices still open?
A: In response to the recent increase in COVID-19 cases, we have adjusted our operations and our front offices will remain closed for the time being in order to best protect the health and safety of our customers, associates and communities. Customers can continue to do business with us online through our customer portal at www.Sparklight.com or over the phone at 1-877-692-2253.
We appreciate your patience and cooperation as we navigate this evolving situation.
Q: The Shelter in Place order for my state has been lifted. Will your technicians be able to do in-home service calls/installations now?
A: In response to the current levels of COVID-19 cases, technicians may be unable to enter homes at this time.
When in-home service is scheduled, our technicians will ask the following questions before entering your residence:
- Is anyone in the home currently ill, recently ill, or experiencing symptoms of the Coronavirus?
- If we need to enter your home, are you willing to social distance and wear a mask?
You can learn about self-service options at support.sparklight.com. We appreciate your cooperation in helping us protect the health and safety of our customers, associates, and communities.
Q: What are your call center hours?
A: All departments can be reached at 1-877-692-2253 during the following hours:
- Technical Support continues to be available by phone 24/7 and by online chat at support.sparklight.com during daytime hours.
- Billing representatives are available by phone and online chat from 8 a.m. to 5 p.m. Monday through Friday.
- Sales representatives are available from 6 a.m. to 6 p.m. Monday through Friday and 8 a.m. to 4:30 p.m. Saturday (MST).
Thank you for remaining a loyal customer. We appreciate your patience as we adapt to this evolving situation and look forward to continuing to meet your connectivity needs.