Sparklight Business レビュー 

The technician showed up on time and did a thorough job. Very courteous and knowledgeable.

Marilyn Reeves is always so nice and professional always wanting to help even if it's not her area and I like that I build trust with your company because you have an exceptional employee.

The tech was nice. He was quick and timely. He cleaned up after himself.
However, when I requested the admin login, I was told that couldn’t happen because it was a business modem.

After the installation I got a bill me charged for a modem I never got. I purchase my own modems.

I really enjoyed the technician he was very polite and customer service was excellent also

I was given a committed service date without validating that was even feasible. Sparklight missed that date by over a month because they had no capacity left in the network. I was asked if I needed a modem and said "no, I've got a CM1200 I bought". Turns out they won't allow me to use that modem with static IPs, but they failed to tell me that when I signed up for service. They want me to buy an obsolete and expensive Arris Surfboard DOCSIS 3.0 router instead, then disable 90% of the functionality. I asked why their DNS servers don't implement DNSSEC for added protection against spoofing, and was told there was a problem with Netflix two years ago. Sparklight did no follow-on investigation to confirm that Netflix still has that issue [they don't], so they're basing their decision on information garnered 2 years ago and have not bothered to ensure that it's even still relevant.

Update: I responded last week to the solicitation (below) to look into the issue and resolve it, with all of the requested information and more. True to form, Sparklight never got back to me.

Update 2: I've sent 5 emails complaining about network abuse that's targeting my subnet. I have yet to have the issue acknowledged, much less resolved. I've never worked with a worse MSP in 30+ years. I rated them '1' star out of 5 because zero wasn't an option.

Update 3: I've complained 4 times over as many weeks about receiving NetBIOS Datagram broadcast traffic spoofed as my default gateway. I've not received a response, despite calling the Network Operations Center and bringing my previous email complaints to their attention. I was told someone would look into this and get back to me. Again, endemically underperforming, they failed to do so. Forwarding directed broadcasts has been proscribed since RFC-2644 was published 22 years ago. I'm told I can't operate a standalone modem because that's a security risk, but allowing DDoS amplification of Smurf Attacks isn't? Is there anyone at Sparklight who knows what they're doing?

Citing their own "Network Management Disclosure":

"As described above, Sparklight reserves the right to employ network management practices, e.g., to prevent the distribution of viruses or other malicious code, [...]. As such, Sparklight blocks ports 135, 136, 137, 138, 139 & 448."

If that were true, why would I be seeing this traffic?

Also citing this document:

"A DOCSIS 3.1 or higher modem is required to receive nearly all of Sparklight's speed offerings (8 channel or higher version works best). Although DOCSIS 3.1 modems will operate on our network at this time, customers may experience substantially slower speeds than advertised."

Again, not so. I was told that if I wanted a static IP address, I had to purchase an Arris DOCSIS 3.0 device and couldn't use my Netgear DOCSIS 3.1 modem.

Further, this document references another:

.../115009158227-Which-Cable-Modems-are-Supported-

which states that Netgear CM1200 modems are "recommended", but that's the very device I was told I couldn't use (it's still in the box, alas).

Further:

"Sparklight also employs certain practices to protect the security of our customers and our network from unwanted and harmful activities. These include practices designed to protect our servers against Denial of Service attacks [...]"

Then why am I seeing directed broadcasts on port 138?

And the "Business Internet FAQ" states:

"Sparklight requires customers to use a DOCSIS 3.0 Cable Modem. These modems incorporate the latest cable technology, have the capability to deliver faster internet speeds, and have a longer expected lifetime."

Let's see... DOCSIS 3.0 was released August 2006. Is that when this document was last updated? Because DOCSIS 3.1 was in 2013 (nearly 10 years ago!), and DOCSIS 4.0 will be released some time in 2023.

Jenae Heck: are you out there listening?

Update 4: After asking a few simple questions, like "why do business customers pay more for inferior service with fewer choices?", "who decides what modems are homologated on the network, and why can residential subscribers choose from 40+ modems but business customers have 4-5 choices?", and "who can I talk to about getting my modem approved for connection?" I'm still waiting for a response.

Yeah, they can pay lip service and say how terribly sorry they are for the poor treatment I've gotten... even as they continue it. These are not complicated questions. Getting answers shouldn't be a 3 month odyssey. And why is my modem not a threat on the residential service, but is on the business service? Does the business service have inadequate security? And we pay more for this?

Update 5: Weeks later and no follow up. They can write "we'll follow up", but they don't actually do it, do they?

The service is terrible especially CUSTOMER SERVICE and they never send the first bill

We relocated our business and have been without internet for 4 weeks….I don’t know why your asking how my installation went when I still haven’t had my internet installad after nearly a month

The technician was excellent. He worked on setting up my modem and cables very effectively. He is very polite.

Wonderful people to work with, Pete Lara. Polite, knowledgeable and an all around great "people" person. Installation went smoothly and we were set up and going in no time. The installer, I believe his name was Joe (from El Campo) was super helpful. Looking forward to good days ahead. Thank you all.

Knowledgeable install technician. Super fast install times and as always great speed as promised.

Agent was very helpful and concise sent docs promptly as he said he would

The guy who did the installation was fantastic. But I have a real problem with the prices you charge for the service you provide. I am deeply disturbed regarding your actions of “protest” concerning the grant we won to have broadband capabilities in rural Lake Providence. Your actions are unconscionable and I will hold you accountable for this act of sheer greed. I am sincerely praying that God will get a hold of you and in His mercy bring to a better decision making process. You provide a “service” to your customers. You treat your customers appallingly because of the prices you charge and you do it because you choose to exploit our “smallness” and rural location. That is wrong. You need to do better and make appropriate changes because you can!!! With no real change to your bottom line and you know it. Stop taking advantage of those of us who are not in a position if power.

Fink 2 Project/ Harbor Lake Services

Incorrect configuration for network (installation delayed because attempting to port an incorrect phone number) Confusion of 2 different projects both pending. Re-submit contracts.
Installation Crew unprepared twice. Insufficient materials, tools and equipment.
Incomplete installation, Wi FI access points not provided as contracted. 2 additional service calls.
Refused to provide Password for network to Project Manager (10 day delay) 3rd service call to set-up network. Service technician was very helpful at this juncture.
Did not communicate Not a "Turn Key" installation. (Wi-Fi Access point installation customer responsibility.)
Second network still awaiting parts for install.

The guy that did the install was very nice and informative.

I am very satisfied with my installation. The guy is supportive and did his best job.

We have not had a great experience thus far. The porting of our number was delayed by multiple incorrect submissions by the Sparklight Business Team. Even after conferencing in the holder of the number, and correctly filling out and sending the completed request to Sparklight, they submitted a request with errors. The only way to view this is that the Sparklight team worked to intentionally delay our number porting. They went a step further and indicated that it was the number holder who is holding up the transfer! In addition, we are currently trying to port our toll free number to the new Sparklight number and that is proving difficult. Besides being informed by two other reps at Sparklight that there would be no charge to port our toll free number, we were informed by our Sales Rep that there would be a monthly charge tied to the toll free number. Furthermore, the new contract provided to add our toll free number replaces the original contract, but is now is missing the Triple 50 Promotion that was on the original contract. The promotion ends up saving us $150, so missing that from the new contract, along with the monthly fee to carry the toll free number are soar points on top of an already rocky start. – Rick Detches, Key Account Manager, Eurosoft (US) Inc.