Q: Why are you changing your name?
A: Our new brand better reflects our evolution from a traditional cable company to a full-service provider that seamlessly connects customers to the things they care about, including family, work, entertainment and community.
This is not simply about rebranding our products under a new name and a new look. We are enhancing the way we do business so that our customers feel like every interaction with us is effortless, our communities know we are here for the long term and the towns and cities we serve are proud to call us a neighbor.
Q: How will NewWave's rebrand to Sparklight impact me as a customer?
A: As part of our rebrand, we have streamlined our residential internet service plans, offering even faster speeds, added value and the ability to include unlimited* data on any plan. This includes the 2019 launch of Gig Internet speeds in 90 percent of our service area, giving the majority of our communities the ability to lay claim to the title “Gig City.”
We are also strengthening our commitment to the communities we serve through educational programs, corporate giving and donations of time and resources. Additionally, we will continue our focus on making the lives of our customers easier by providing value-added services, such as expanding customer self-service options through improved residential and business portals and creating a more personalized experience in updated and refreshed local offices.
We will continue to evolve with our customers by offering innovative options to fit your needs while providing helpful, proactive and personal local service.
Q: Did another company purchase NewWave?
A: NewWave Communications was purchased by Cable One in 2017. Cable One remains our parent company. We are rebranding to better reflect who we are and what we stand for – a company committed to providing our communities with connectivity that enriches their world.
Q: Will your website be changing?
A: Beginning in mid-January 2021, customers who visit newwavecom.com, support.newwavecom.com, and associated pages will automatically be redirected to Sparklight.com.
Cable customers will now visit home.sparklight.com to access TV Everywhere content, which replaced NewWave’s TV2GO product on December 2, 2020. Learn more at https://www.sparklight.com/cabletv/tveverywhere.
The NewWave Business website now redirects to the Sparklight Business website. Additionally, the NewWave Business Facebook page has been merged with the Sparklight Business page and can be accessed at facebook.com/SparklightBiz.
The residential NewWave Facebook page will merge with the Sparklight residential Facebook page in mid-January, 2021.
Payments & Banking
Q: Do I have to change my EasyPay info?
A: You do not need to make any changes to your account on EasyPay at this time. You will be notified in advance of changes should any be required in the future.
Q: Do I need to update anything with my bank?
A: You do not need to make any changes with your bank at this time. You will be notified in advance of changes should any be required in the future.
Q: Will I need to send payment to a different place?
A: You can continue to send your monthly payment to the same location. Payments submitted to NewWave Communications, Sparklight or Cable One will be accepted.
Q: Are any of your policies changing?
- Acceptable Use Policy: https://www.sparklight.com/legal/acceptable-use-policy
Products & Services
Q: Will your services change?
A: We remain committed to providing internet, cable and phone service as we do today. Last year, we launched new, flexible internet pricing and packaging, including the option to add unlimited* data. We also launched Gig Internet speeds in 90 percent of our service area, giving the majority of our communities the ability to lay claim to the title “Gig City.” We've listened to customer feedback to develop plans that offer our customers a variety of options and provide you with the products and services you need to connect to what matters most, and will continue to do so into the future.
Q: Will you still provide cable?
A: Yes! We know that a number of our customers enjoy cable and we will continue to offer it into the future.
Q: Will my cable or internet plan change?
A: Your current cable plan will not change as a result of our rebrand. New internet packages and pricing were launched in January 2019 with versatile plans allowing you to choose the packages that work best for your individual needs. In July of 2020 we announced additional enhancements to our Data Plans.
Q: Will you still offer TV2GO?
A: The TV2GO platform was retired effective December 2, 2020 and we are now using Sparklight’s TV Everywhere platform.
TV Everywhere offers the same functionality as TV2GO with a more enhanced customer experience, including a mobile-friendly site, more robust search, and upgraded news, finance and sports sections. TV Everywhere is available to Sparklight customers who subscribe to the Standard level of cable service or higher. With TV Everywhere you can access and enjoy television shows from over 350 networks and content creators plus more than 100,000 on demand videos with over 30,000 hours of from your computer, tablet or smartphone.
To access TV Everywhere, you’ll first need to create a log-in for the Sparklight portal at customer.sparklight.com. You’ll use this same log-in information at home.sparklight.com, where you can begin streaming TV Everywhere. If you currently have a login to access the Sparklight portal at customer.sparklight.com, you can use this login for your new TV Everywhere access.
To learn more, visit https://www.sparklight.com/cabletv/tveverywhere.
Q: Will my bill increase?
A: The charges on your bill will not change as a result of our rebrand.
Q: Will you be increasing your HSD speeds?
A: As a result of customer feedback, we increased speeds on many plans in January 2019 with the introduction of our new internet plans and packages.
Q: Will you be changing data plans?
A: We've listened to customer feedback in order to provide you with the products and services you need to connect to what matters most. In July of 2020 we announced enhancements to our Data Plans. Customers are also able to add Unlimited Data* to any plan for a fixed monthly price.
Q: Will you be adding more channels to our channel lineup?
A: We have no current plans to change our channel lineup at this time.
Q: Will you still be offering 24/7 support?
A: Absolutely! Our goal is to deliver the support you need, when you need it, so we will continue to offer 24/7 Tech Support over the phone at 888-868-9928 and online at support.newwavecom.com.
*After 5TB of data usage, speed may be slowed for network management.