Hi neighbor!

From work and school to streaming and staying in touch, reliable connectivity keeps your world moving — and we’re always here to make sure your service runs fast and smooth.

Whether you’re setting up new service or having a technician come out to address an issue, it helps to know what to expect ahead of time. This guide walks you through the full experience, including appointment scheduling, reminders, optional tracking tools, how to prepare, and what happens during and after the visit. Our goal is to help you feel prepared, reduce guesswork, and make the appointment as easy and pleasant as possible.

Scheduling Your Appointment

You can schedule a technician appointment in two main ways:

• By phone: If you’re calling for service help or setting up new service, our team can schedule your appointment with you. Call 877-692-2253.
• Online: If you’re ordering service (like a new installation) on our website, you can schedule an appointment during checkout.

No matter which option you use, once your appointment is scheduled, you’ll receive the same confirmation and reminders so you know what’s next and can plan your day with more confidence.

Optional: Same-day email to register for Where’s My Tech portal

After your appointment is scheduled in our system, you will receive an email the same day, inviting you to register for an optional portal that includes Where’s My Tech tracking.

Important note: Customers in select areas will not receive this email to register for the optional portal but will still receive all other appointment reminders.

What is Where’s My Tech?

Where’s My Tech is a real-time, GPS-enabled tracking feature that lets you follow your technician appointment and see status updates as your visit gets closer. It can help reduce guesswork, improve peace of mind and, in some cases, provide technician identification for home visits.

Helpful things to know

• You don’t need an app. You can access the portal through a web browser using the link in the email — no app download is required.
• The login is different than your customer portal or MySparklight app login. This login is used specifically for the portal that supports Where’s My Tech updates. For security, we recommend choosing a strong, unique password and keeping it private.
• If you don’t receive the portal registration email:
  • First, check your spam or junk folder. The email should come from info@em.sparklight.com.
  • Your email address on file may need to be updated
  • An email filter may have blocked the message
  • You may have already registered after a previous appointment and won’t receive the same registration email again
• The most important thing to know: Your appointment can still move forward, and you’ll still receive your regular reminder alerts the day before and about 60 minutes before the appointment by SMS or voice message, based on your preference.

Appointment reminders

Whether you register for the portal or not, you’ll receive the following reminder alerts:

• The day before your appointment
• About 60 minutes before your appointment

These reminders are sent by SMS message or voice message, based on your account preference.

Before Your Technician Appointment

A little preparation can help your appointment go more smoothly and may help your technician resolve the issue faster. Here are a few quick things you can do ahead of time to help make your visit efficient and effective:

1) Make sure an adult is home

Please make sure someone 18 or older is home and available during the appointment window.

2) Secure pets and clear access to work areas

Please secure pets and clear access to areas the technician may need to reach, such as:

• Modem and router
• Wall jacks and power outlets near the equipment
• Outside entry points, if needed

3) Keep your phone nearby

Please keep your phone close by before and during the appointment window. Note: Calls or confirmation texts may come from an unknown or blocked number.

4) Make note of your service questions or issues

Take note of any service issues, questions or concerns you’d like to discuss during the visit. Sharing details upfront can make troubleshooting faster and help your technician focus on what matters most to you.

5) Plan for estimated arrival timing

Arrival times are estimated and may change due to traffic, weather, or earlier appointments. Planning for a little flexibility can reduce frustration if timing shifts and helps set realistic expectations for the day.

6) If plans change, let us know early

If your plans change, please contact support as early as possible. Early notice can help avoid delays or rescheduling and makes it easier to keep your service visit on track.

During Your Technician Appointment

To help things go smoothly during your appointment, here are a few quick updates and tips to keep in mind while your technician is on-site:

1) The technician will introduce themselves and review the visit

Your technician will typically introduce themselves and explain the purpose of the appointment. You’ll know what they’re there to work on and can confirm your main concern right away.

2) You may be asked questions to help diagnose the issue

The technician may ask questions to better understand the issue and how you use your services. Your answers can speed up troubleshooting and improve the chances of resolving the issue on the first visit.

3) Work may happen inside and outside the home

Depending on the appointment, the technician may need to perform work both inside and outside your home. This is often part of a complete diagnosis and helps ensure the issue is fixed at the source.

4) Service may be temporarily interrupted

Your service may be temporarily interrupted while troubleshooting or repairs are performed. A short interruption during the visit is often a normal part of testing, repairing or restoring service.

5) For Wi-Fi or performance concerns, expect more detailed questions

For Wi-Fi or performance-related concerns, the technician may ask about:

• Device locations
• Recent changes in the home
• How and when issues occur

These details can reveal coverage, setup, or usage patterns that are affecting performance and help the technician recommend the best solution.

6) Being available during the visit can help

Being available during the visit helps your technician ask questions, test service and confirm results in real time. It can improve efficiency and increase the chance that everything is resolved before the technician leaves.

Before the Technician Leaves

Before your technician wraps up, here’s what you can expect:

1) Review of the work completed

The technician will review the work completed and explain any changes made. You’ll leave the appointment with a clearer understanding of what was done and what to expect next.

2) Service checks to confirm things are working

Services will be checked to confirm they’re working properly before the appointment ends.

3) Time for final questions

You’ll have an opportunity to ask any final questions. This is the best time to ask about equipment, setup or anything you want to understand better before the technician leaves.

4) Feedback request and post-appointment survey

The technician may provide a request for a review of their performance. You may also receive a post-appointment survey by call or text, and we appreciate you taking a moment to complete it.

Your feedback helps us improve the experience and recognize great service.

5) If something still doesn’t seem right afterward

If something doesn’t seem right after the visit, contacting support will help ensure follow-up assistance. If the issue returns or wasn’t fully resolved, we can help continue troubleshooting and get the right follow-up in place.

A quick recap

Here’s the full appointment journey at a glance:

• Schedule your appointment by phone at 877-692-2253 or online during checkout when ordering service.
• Watch for an optional same-day email (from info@em.sparklight.com) to register for portal access to take advantage of Where’s My Tech, which provides added appointment visibility and technician tracking.
• You will receive regular reminders (day-before and about 60 minutes before) via SMS or voice message, based on your preference.
• Prepare your home and questions before the technician arrives.
• Stay available during the visit when possible to help speed troubleshooting.
• Review the work before the technician leaves and ask any final questions.

We’re here to help

If you have questions at any point, we’re here for you. You can connect with us via online chat at sparklight.com or by phone at 877-692-2253 — Monday- Friday, 8 a.m.-5 p.m.

We appreciate you inviting us into your home and giving us the chance to help. Our goal is to make every visit clear, respectful and as efficient as possible — and to leave you with services you can count on.

Thank you for being the best part of the Sparklight community.