Account & Billing FAQ

2022 Video Rate Adjustment

Q:
Why did my Cable TV rate increase?

A:

At Sparklight Business, we are committed to providing our customers with quality TV programming at a competitive price and we make every effort to minimize costs. In our contract negotiations with cable networks, we work hard to ensure you don’t suffer unfair price increases as a result of unreasonable rate demands.

Over the past several years, however, cable networks have increased their fees at an alarming rate, and programming costs are now the largest component of your monthly cable bill.  Despite our best efforts to control these rapidly increasing programming costs, Sparklight, like other cable and satellite companies, must pass a portion of these costs on to our customers.

Q. Why wasn’t I notified in advance of this increase?

A. We sent letters/placed notices at least 30 days prior to the increase in your bill statements – we apologize that you missed those notifications.

Q. Is there anything I can do to lower my bill?

A. Sparklight Business offers a variety of bundle packages that could save you money.  Please give us a call and we would be happy to go over our plans with you: 1-877-570-0500.

Q. Why should I stay with Sparklight Business when I can get my service cheaper somewhere else?

A. Sparklight Business’ pricing and services are highly competitive with other cable and satellite companies. We offer a variety of bundles for cable, internet, and phone service that can help you save money each month. Plus, we offer the most reliable phone and internet service in your area as we know connectivity is critical to your business. That’s why we also offer 24/7 customer support, so that you’re always up and running, and if we’re not able to meet those expectations, we’ll make it right with our 30-day money-back satisfaction guarantee.

We understand that billing increases are never easy, which is why we do our best to minimize costs while still providing our customers with the best TV programming at a reasonable price.

Q. I read in a letter/bill notice that there is a new Sparklight TV service. What is Sparklight TV?

A. Sparklight TV is Live TV made simple. Simply download the Sparklight TV app to view Sparklight TV service on a smart TV, PC, tablet or smart phone or streaming device like Apple TV or Fire Stick. For more information and to find out if Sparklight TV is available in your area, please visit business.sparklight.com/maketheswitch.

Sports Surcharge

Q. Why did my Sports Surcharge increase?

A. Sports programming has become one of the biggest drivers of programming cost increases for cable and satellite providers, and now represents more than one third of Sparklight Business’ programming costs. Despite our best efforts to control these sports programming fees, Sparklight Business, like other cable and satellite companies, can no longer continue to absorb these increased costs. This surcharge covers a small portion of our costs to carry increasingly expensive sports programming, including ESPN, ESPN2, Fox Sports 1, NBC Sports, Tennis Channel, and Regional Sports Networks. 

Q. What kinds of sporting events are you talking about?

A. Networks are now paying billions of dollars for the ability to broadcast college and professional sporting events, including football, baseball, basketball, hockey, car racing, tennis, golf, soccer, the Winter and Summer Olympics, and more.  Networks then pass these fees on to cable and satellite providers.

Q. Why wasn’t I notified in advance of this increase to the Sports Surcharge?

A. We sent a letter/placed notices at least 30 days prior to the increase in your bill statements - we apologize that you missed those notifications.

Q.  Other companies don’t have a Sports Surcharge, so why do you?

A.  Actually, nearly all cable and satellite companies, including DirecTV have been billing customers a Sports Surcharge for the past several years.     

Q. Why can’t I just pick the channels I want to watch since I don’t watch sports?

A. Unfortunately, programmers set certain rules or guidelines for how their channels can be sold to customers, including what channels must be sold together, where the channels are positioned, and which cable packages can contain their channels.  This prevents us from allowing customers the option of selecting their channels a la carte. 

Broadcast Surcharge

Q. Why did the Broadcast TV Surcharge on my statement increase?

A. This Broadcast TV Surcharge reflects a portion of the rapidly escalating charges levied by the owners of your local broadcast TV stations, including NBC, ABC, CBS, Fox and others. 

The retransmission consent fees that local broadcast TV stations charge Sparklight Business to carry their channels have increased nearly 90 percent over the past three years.  This is despite the fact that broadcast TV stations use spectrum granted to them for free by the federal government, and customers can pick these signals up for free with an antenna. Despite our best efforts to control these dramatically increasing retransmission consent fees, Sparklight Business, like other cable and satellite companies, can no longer continue to absorb these increased costs, and must pass these fees along to our customers.   

Q. Why can broadcast TV stations charge for carriage of their signals?

A. Broadcast TV stations distribute their signals over the air, using free spectrum granted to them by the federal government. In effect, taxpayers are subsidizing the distribution of broadcast, or "network-affiliated," TV signals. These same broadcast TV stations are then allowed by the government to charge cable and satellite companies to retransmit their signals, and if cable and satellite companies don't agree to pay, broadcast TV stations can force us to drop their channels, thereby adversely impacting our customers.

Q. Do other Cable or Satellite providers have this charge?

A. The majority of cable companies and DirecTV have been charging a Broadcast TV Surcharge to cover a portion of the retransmission costs from local broadcast TV stations for the past several years.

Q. Can I drop these channels and get these channels over the air?

A. The FCC requires Sparklight Business carry these local broadcast TV channels in our packages; therefore, we are unable to sell TV services without these channels.

Q. Are all local broadcast or network-affiliated TV stations charging Sparklight?

A. The majority of all local broadcast TV stations require significant payment from any cable or satellite provider to retransmit their programming and it is a portion of their charges that are reflected in the Broadcast TV Surcharge.

HSD Modem Rate Increase

Q: I just read in my bill statement that there is a price increase to the HSD Modem I’m leasing from Sparklight Business. Why?

A: We make it a priority to keep our prices affordable, while maintaining a high quality of service. However, we’re now unable to lease the HSD modem you received from us at the same charge as costs for maintenance and software fees related to these devices have increased. As a result of increasing costs from our equipment providers, the monthly fee to lease your modem will increase to $10.99 beginning with your next billing cycle. We regret any inconvenience this may cause. Your satisfaction is of the utmost importance to us, and we look forward to continuing to provide the best high-speed Internet services for your business.

Q: Why wasn't I notified in advance of this increase?

A: We sent letters/placed notices at least 30 days prior to the increase in your bill statements – we apologize that you missed those notifications.

Q: When will I see the increase in my bill?

A: You’ll start seeing the updated HSD Modem charge on your February or March billing statement, depending on your billing cycle. 

Q: Is there anything that can be done to lower my bill?

A: Sparklight Business has a number of bundle packages that could save you money. I would be happy to go over the packages we have to find one that best fits your needs. Alternatively, you may wish to purchase your own modem from a reputable source. However, please keep in mind that we only provide technical support and product warranties on the equipment you lease directly from Sparklight Business. To view a list of compatible modems, please visit business.sparklight.com/support/compatiblemodems

Ancillary Services

Q. I just received a bill notice/letter that about an upcoming change in the costs of some services. Why?

A. During a recent audit to ensure we're providing you with the best possible service, we uncovered an unintentional error in your bill statement. It appears that we've not included the standard monthly charge for one or more of the following ancillary services: Business Wi-Fi, Static IPs and/or Voicemail for some time. We have since corrected this oversight, and starting with your next billing cycle, we'll begin charging your account for one or more of the services, if applicable to your account.

Q: Why wasn’t I notified in advance of this increase?

A. We sent letters/placed notices at least 30 days prior to the increase in your bill statements  – we apologize that you missed those notifications.

Q: When will I see the increase in my bill?

A. The cost of the service(s) will be included in your February or March bill statement, depending on your billing cycle.

Q: Is there anything that can be done to lower my bill?

A. If you would like to review your current plan features, please visit business.sparklight.com or call (877) 570-0500. Your satisfaction is of the utmost importance to us and we look forward to providing the best high-speed Internet and Wi-Fi services for your business.


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