Read What Our Customers Have To Say
View testimonials and reviews about the Hotwire Experience and the white-glove customer service we provide to all Fision users.
12:36 07 Mar 21
Julie Knutson - Senior property support at Boca West is not only a pleasure to speak with, but gets things done. She has been excellent in Customer support and cares deeply about making Hotwire a great experience.
22:04 05 Mar 21
I was having issues with the service from Hotwire and some problems getting a satisfactory resolution. But, once I reached out to the representative for our community, Kerline Kongal, my experience quickly turned into true "White Glove Service." Ms. Kongal listened to the problems I was having and made sure I was properly taken care of. The Hotwire tech who came to my home, Enzo Garcia, did a fabulous job. He was friendly, knowledgeable and efficient. Enzo knew exactly what was needed to improve my connectivity and verified that everything was connected and working properly before he left. Kudos to Hotwire for this kind of service!
17:32 03 Mar 21
19:59 02 Mar 21
I worked with Ella MorilloShe's very knowledgeable and accurate...Thank you so much for solving my problem professionally!
04:02 02 Mar 21
My community switched to Hotwire about a year ago, and I could not be happier. The facilities they offer far exceed those of their competition such as the ability to go back up to 24 hours on fifty of the most popular TV channels in case you start a show late or forget to record what you want. Picture quality is excellent and so is their service. Their community manager, Fernando Perez, goes out of his way to be sure any of our concerns are fully resolved. My telephone and internet services are also with Hotwire and are wonderful, too.
20:43 27 Feb 21
I am delighted to praise the exceptional technical support from Hotwire Communications telephone support agent Veronica Anthony. In the ten years I had been a Comcast subscriber I generally found that technical support was weak. Hotwire has been a vast improvement in technical support.That was especially true this last week in the help I received from Veronica Anthony. Over the telephone she very patiently guided me through connecting the right cables to get my cable box to work again. I had installed a shelf for my cable box, and somehow the cable wires got disconnected. What was particularly difficult is that the colors of the cables did not necessarily match up, so there was a lot of trial and error involved.With good humor and personal warmth, Veronica Anthony step by step guided me through the process of reconnecting my box. In my many years of dealing with help lines, I have never encountered a telephone technical support agent as helpful as Veronica Anthony. She is a real credit to Hotwire. I may even look forward to technical support if and when I have another technical support problem with Hotwire.
00:00 23 Feb 21
I really appreciate the customer support. Really so much better than my previous provider. Especially Fernando Perez. He is great. I am happy to have HBO MAX included at no extra cost,
20:09 22 Feb 21
I have had the privilege of working with our Four Seasons Hotwire Account Manager, Ella Morillo, on several occasions. She is compassionate, understanding and extremely competent. She jumps on a problem and gets it resolved quickly.Art Goldzweig
01:26 20 Feb 21
Reviews Yelp, googleWe write reviews, promote your companiesGuaranteed confidentiality and quality of reviewsAll accounts of real users, with reviews and...
16:46 18 Feb 21
After a couple of hiccups I found that Shonda Was our community representative for customer service in our condo complex. Shonda was courteous patient knowledgeable and listened to everything I had to say About my experiences so far.She explained the services that were included also helped me to get connected to the basic cable available in the community. She was also able to straighten out a billing issue while we were on the phone.After a rocky start I found Shonda to be a breath of fresh air who helped me with every issue I was concerned with and created a new satisfied customer.ThanksJohn F
Ryan Mackman, MBA, M.
23:36 16 Feb 21
This review is specifically for Hector Melendez, the Collections Specialist for Hotwire Communications. After spending several weeks battling with customer service, which got me sent to collections, it ended up being a good thing because I got to speak with Hector. He was the first person to actually be proactive, look into the true issue, get a hold of the proper department heads, and solve the problem. 5 stars for Hector for exemplary customer service, going above and beyond, and seeing the issue through to the end.Most of the other customer service reps didn't want to take the time to figure out what was wrong. They just want to get you off of the phone as quickly as possible to move on to the next person. Unfortunately, not every issue can be solved quickly. I know this is common in the business of Internet Service Providers, which is why I wanted to highlight how Hector stands out as one of the good guys. Thank you for your efforts. It's much appreciated.
17:41 16 Feb 21
TL;DR: Internet is fast, reliable and customer service is great. I have had one night of no internet in 4 years and they bent over backwards to get me back up ASAP.I have been a Salisbury Fiber customer since the Fibrant days and I had begun to see issues where my internet was going out for between 60-180 seconds every day. I spoke with Hotwire Support and they let me know that my issue was the older Fibrant equipment on the side of my house. The very next day they had a technician out to replace the equipment on the side of the house but there were still some issues on my line that had to be ironed out. First thing the next morning, the tech was back and got it all squared away and perfect within 20 minutes. Throughout my entire time talking to Hotwire, the account manager Chris and the technician Mike where in constant communication about what was going on and offering alternative solutions to help mediate the the spotty internet that I had for that night. They both went above and beyond to make sure that I was taken care of. Some folks may only leave 5 star review for perfect service and never let companies who have issues make up for them, but I sincerely appreciate, and would much rather pay my money to, a company that works to fix their issues and make sure the customer is happy. Id wholeheartedly and unabashedly recommend Hotwire Fision to anyone and I am looking forward to continued great service from them.Also, since some companies love to advertise speeds that I never manage to get, I wanted to include screenshots of multiple speed tests I did. I pay for 300Mbps up and 300Mbps down and Id say that I am actually getting those as real world speeds.
16:58 16 Feb 21
amazing serice. i dealt with crystal and i have not met a person so helpful and polite
23:16 10 Feb 21
Ronnie Duncan was fabulous quick efficient and knowledgeable. A pleasure!
17:43 10 Feb 21
22:28 09 Feb 21
the manager of the The Vue building help me in a perfect way..i m very happy of the service that she provide effieciency fast and very polite...thanks a lot Marlene for your service Daniel
22:23 07 Feb 21
20:39 05 Feb 21
Good afternoon, I have to leave this review for my representative that I have on site and perpetually providing the best customer service. There was a moment last week that I reached out to Jules after hours about me not being able to access the new hbo your company was providing. Not only did he answer my call well after 5:00 pm but he also was able to locate a technician to come to the property and assist me with getting the program on my television.. What else could I ask for when it comes to that level of service at almost any time of the day?! Great company, great service, and a great representative you have here at wood field!
18:46 05 Feb 21
Julie Knutson is an incredible employee and an asset to Hotwire in every possible way. Anytime I’ve had any problem since Hotwire is in Boca West Country Club she has always resolved the issue easily and efficiently. I can always count on her to follow up and make sure that whatever was supposed to be done was taken care of as quickly as possible.
15:53 05 Feb 21
Whenever I email Julie at Hotwire I get an immediate responseRecently I emailed her on a Saturday about six and said my internet was down and I had no services and said it would be ok to get back to me on Monday Julie emailed me on Saturday and called on Sunday to set up appointment with technician for Monday morningRecently I asked Julie to change the way we were billed and she took care of it right away and is always very polite
17:01 03 Feb 21
I was having an issue setting up paperless billing within the hotwire site and Serena Gonzalez was a great help. She promptly and efficiently took care of my issue and fixed it. I appreciate the professional and pleasant service!!
13:11 03 Feb 21
03:32 02 Feb 21
It was a pleasure to be able to call our own representative at our country club who is working exclusively for the residents here. After many horrible prior experiences with Hotwire, it was great to have Marie Edwards as our liason. She helped with my problem immediately, which was opposite of all other times I needed technical help prior to her hiring. Marie Edwards was pleasant, helpful, efficient, and got back to me right away. Thank you Marie!
19:38 29 Jan 21
Veronica was incredibly helpful in solving multiple problems we were having. She walked us through every step of the way. She is an amazingly patient and knowledgeable Property Support Specialist.
16:13 29 Jan 21
Julie Knutson was extraordinary in understanding my issue and recommending a solution and then expediting the remedy. My Hotwire service rep was outstanding...prompt, professional, considerate, efficient. Bravo.
17:11 28 Jan 21
Our day started out horribly. We upgraded our broadband and the gentleman came at 1:30 & installed it incorrectly leaving us with no Internet & us not being...
14:25 26 Jan 21
14:42 25 Jan 21
Julie was terrific in assisting me with the installation. Loving my service!
21:37 20 Jan 21
My experience today requesting program listings was handled very well by Udevski Person. He was patient and knowledgeable of my needs.Per our conversation...
21:17 19 Jan 21
Having a property account manager is such a great idea! I tried calling several times to the general support number for Hotwire Communications and got nowhere. Cody Cunning, the Account Manager for property where I now reside, resolved my billing issue immediately and efficiently; no waiting on hold, getting transferred to another person who I had to explain the situation all over again, wait until support contacted a supervisor, being told they would get back to me and then nothing happen. Cody knows the community (property) and the people who live here, dealt with the issue himself. DONE!
15:36 18 Jan 21
By now, the group in our community that was anti Hotwire should be of a different mindset. Hotwire has been very responsive, professional and informative....
05:08 14 Jan 21
Technology isn't perfect and sometimes when it fails it feels like our world is coming to an end. Well, maybe not quite that serious but as a person who earns a living working from home, it was a major set back when my internet went missing in action.As a person who knows very little about setting up electronic devices, I rely on Hotwire 99.9% of the time to keep my internet, phone and cable operational.Thank goodness, someone referred me to Ella Morillo, the account manager for my area. She was heaven sent! She called me almost immediately and continued to follow up with me even late into the evening after she had already completed a full day of work. She advised me of what she would be doing and made me feel reassured that she would get me back up and running asap. Just like clock work, her word was super reliable.The very next day, Mr. John Johnson, in my eyes, the best representative ever, was at my door, not just on time but early. He reassured me that he would not have left without making contact with me. He was very professional while at the same time warm. He explained everything to me while he worked through every task. He is extremely knowledgeable and was very thorough. In addition to making sure my office internet was working optimally, he made sure every other computer in my home was up to speed. He also took extra time to review the boosters and adapters that I had pieced together in a weak attempt to enhance my system.I am soooo grateful to have such an excellent team of Hotwire staff that go above and beyond to make sure clients receive the best service. Thank you Hotwire for having the best personnel that have the ability to put me at ease when I felt like I was on the verge of jumping off a short bridge.
23:02 12 Jan 21
Great staff- awesome customer services
22:13 12 Jan 21
I have to say that I am pleased with Hotwire. The service may have it's issues at times but I love the customer service and the level of accountability when something goes wrong and how quickly it is resolved. Jules is my agent for my subdivision and he always makes sure that there is a resolution and most importantly that there is a follow up of information so I am kept in the loop of what happens next.
18:22 12 Jan 21
Veronica Anthony was exceptionally helpful, kind and patience. She got all my services back up and running. Made my day!
15:56 06 Jan 21
Veronica was very knowledgeable , pleasant , friendly and patient.We would not have been able to install an app without her expertise.We are very lucky to have Veronica onsite .
12:32 06 Jan 21
Emmett Frank was great briefing me on Hotwire's new capabilities. He was super proficient and quickly matched my competency with how Hotwire can help. Great job!
16:15 25 Dec 20
I had some tv issues with Hotwire and ENZO GARCIA was the technician who came to my home. He addressed all my problems in the most professional way possible. He was patient and kind and did the job to my 100% satisfaction. He is a most valuable employee to the Hotwire Communications company. I give him a 10+ rating,.
17:02 22 Dec 20
I had the pleasure of connecting with a technician named Harry who walked me through the issues with two television sets. He was knowledgeable and patient in resolving my problems. I applaud him!
13:15 21 Dec 20
02:29 17 Dec 20
Had two problems: had to connect a wifi extension to my wifi eero. Veronica took care of it right away, it is working perfectly. When we switched to Hotwire my home phone answering machine stopped working. I called the tech department a few weeks ago and was told it's not their end, my machine must be broken. I didn't think that was so...it stopped working the day of installation. But anything is possible. So, I bought a new phone system, set it up and it still did not work. I put the old one back and just forgot about it. Today I asked Veronica about it and it took her 5 seconds to tell me that they had the switch on "off". She switched it to on and my phone answer machine is working just fine.It takes someone who actually knows her job to do it well. Than you very much Veronica. You saved me many more days of aggravation.
02:08 16 Dec 20
We live in Tuscany, Abacoa and use Hotwire for cable and internet. We had installation problems with our cable box. We reached out to Rubi Garcia and he quickly resolved our issue. Customer service was excellent
00:21 16 Dec 20
02:57 12 Dec 20
Just started this service andCheri. Lowe hardy was prompt and helpful. hope the entire service will be like that.
21:21 11 Dec 20
We had a serious problem with our Hotwire services after a power disruption and the inability of a service rep to correct the situation. I contacted Kerline Kongal who worked closely and patiently with me to get a service rep to arrive. The service rep, Johnny Jones, was by far the best I have seen. Courteous and efficient, Mr. Jones was able to temporarily enable us to get complete services until an in house electrical problem is corrected. Couldn't be happier with the efficient service these two Hotwire reps presented!
14:34 10 Dec 20
I had a half-dozen connectivity problems that phone support was unable to resolve. Most of the front-line support people seem to know just one trick: reboot...
17:06 08 Dec 20
harry provided excellent customer service for our new unit in Hunters Run. He spent all the time we needed to help us establish an account and walk us through answers to all the questions we asked.
17:25 05 Dec 20
We spoke to the customer service rep Matthew Overstreet this morning about our new service that will be installed soon. He actually took the time to go over our order for service and even informed us of other promotions that they had that we didn't know about. He even made sure that we were making the right decision about our internet service we selected so that we would not pay too much for something that was not needed. If you ever call Hotwire to set up your services, Matthew Overstreet is your guy.Keith
18:09 02 Dec 20
Thanks Veronica for your help today. Your instructions were clear and easy to follow. Everything is working properly. Great job👍👍👍Frieda
17:56 01 Dec 20
Kerline Kongal was just exceptional to work with. Communication skills, and personable were excellent. She always got back to me and resolved the problem. A pleasure to work with.Thank You HotwireRena Rosenfeld
17:29 01 Dec 20
Hotwire service rep and representative who came in an unbelievable 15minutes were amazing. Both were insync coordinated and was so impressed thx
15:14 01 Dec 20
excellent service very punctual and reliable. I would recommend this person very highly. great addition to any team, THANK YOU SJR
jose luis B.
00:10 01 Dec 20
23:57 30 Nov 20
Veronica Anthony serviced my computer and television to enable me to get HBOMAX. She is very knowledgeable and technically talented and she deserves a compliment on her job well done. Veronica is an asset to Valencia Isles and we are so happy to have her in our community.Barbara Balfour...resident at Valencia Isles
23:32 25 Nov 20
It's an absolute pleasure to remove my prior review and report that Shanice, Samuel et al. @ Hotwire West Boca exercised every Hurculean effort to solve our upgrade issues in five-star fashion. Multiple trips couldn't discourage them, failing components and rewiring didn't worry them one ioata. If there exists goddesses and gods in cable, telephony and hi speed data...these ladies and gentlemen deliver excellence with world-class attitude and care. Thanks Shanice, Samuel and crew (far too many to name). Please know how thankful we are for you!
02:22 21 Nov 20
Our experience started on a rocky road. But Mr Garcia was ourknight in shining armour. He followed through with calls and emails until the whole system was up and running. We cannot praise his care, attention to detail and professionalism enough. thank you so so much.Also a shout out to the last tech Seane the tech who put the final stamp on the order.Mr Garcia, I hope the company appreciates what an asset you are to the company?Sylvia
00:50 21 Nov 20
Hotwire service has been excellent, however I had an issue with my internet which meant no phone, no Netflix, etc. I called Cody Cunning, our building's account manager, and he was most helpful. He had someone out in 1 day and the problem was fixed. It was something to do with the router settings. I greatly appreciate Cody's help and will highly recommend Hotwire. I am Vice-President of our HOA and was instrumental in selecting Houtwire as our internet and cable provider.
15:19 19 Nov 20
I would like to give Cody Cunning a 5 star rating. If I could go higher with the amount of stars I would. I am the Community Manager at Valencia Lakes Homeowners Association. Recently, one of our residents had an issue with some of their equipment and placed a call for repairs. This was an urgent request due to medical reasons they needed their WIFI to work. The owner was not able to get an appointment until 3 days after the initial call. I contacted Cody Cunning and he immediately put my request into action. Cody went above and beyond and was able to schedule the repairs to be done that night between the hours of 7-9 p.m. Cody contact me directly on my cell after hours and gave me an update along with contacting the resident and informing them. When the tech came out they discovered that it was fiber optic issue and they would return the next day. Again, with Cody's help and excellent customer service skills, he was able to get this handled too. I am so impressed with Cody's communication skills. He is an asset to your organization. Thank you Cody for going above and beyond. Thank you. Sincerely, Lisa Cannon, Community Manager
16:27 17 Nov 20
Ronnie Duncan was excellent very patient and helpful
00:13 17 Nov 20
I am writing to compliment Laura McClure in Georgia. She was very helpful calm and respectful. She resolved my problem to the satisfaction of us both.
00:08 14 Nov 20
Hotwire serves my community, The Four Seasons at Parkland. The account manager is Cedro Morales who has helped us every step of the way in setting up our services; TV, Internet and Home Security. We had to reschedule several times for various reasons. Cedro understood and worked with us to rearrange the schedule to accommodate our needs. He is pleasant and friendly. He works to please his customers. We are grateful to have him managing our services. He does not “sell” which is a major plus after coming from one of the largest cable providers! Thanks to Mitch who worked in our home to set up TV service while I was called away. He was left to install all the equipment throughout the house without much direction. Again, thank you Mitch. Now, there is “Tiffany”, a remarkable young lady who was assigned to install our home security system. I was enthralled to watch her work with speed and precision. Tiffany is organized and extremely efficient. She explained the system with ease and repeated information to my satisfaction. She has a breath of experience in home security, and I would recommend her to all my fellow community neighbors!
21:23 12 Nov 20
Julie Knutson is truly a STAR!!! After 4 horrible months of trying to try to have some equipment repaired, Julie took over and within two hours ---the job was done. How good is that!! A thousand thank yous!!!!!
19:00 12 Nov 20
i want to commend and compliment Serena Gonzalez, the Account Manager for our community. She went above and beyond to make sure our service was reinstated. She was a life-line when waiting for a technician and the Fiber Team. She coordinated and tried to expedite service and provided superior customer service.
01:18 12 Nov 20
We had an issue with our TV’s following the storm, so we called Hotwire. They responded immediately and sent a tech, Micherold, within 30 minutes. He diagnosed the issue, resolved it and was out of here in less than 30 minutes. Great service.
00:06 12 Nov 20
Jessica Montero was very helpful in getting me my log in info for Hotwire. She is very good at what she does. I appreciated all her help. Ronnie Duncan helped me install the HBO MAX app. and I thank him as well. I love having them help us at Frenchmans Creek.
19:40 11 Nov 20
Thank you Ella Morilla, Account Manager, for your help in settling my bill dispute with HW. Your gracious attention to the matter is so appreciated. It took a while to get it resolved but once it came to your attention, you moved quickly on it to help me. Again, many thanks.
17:03 11 Nov 20
Knowledgeable, innovative problem solver and very personable too. Great Hotwire technician and representative.
12:25 11 Nov 20
I recently help my Aunt make a move from New York to Florida (Vero Beach) was assisted by Cheri Lowe-Hardy a very professional and pleasant person. She made the set up a breeze and solved the very few cliches we had. Really appreciate the great service. Highly recommend hot wire. Keep up the great work. Anthony Pumo
Chairman Sean P. J.
22:03 10 Nov 20
At a time when viewing the news was essential to my being accurate in my work, the service in the house became inoperable. Both desperate and frantic I reach out to my Hotwire community manager. The attentiveness, customer service and overall genuine concern I received from Ms. Collazo was beyond incomparable. Not only was my service back up and running same day but Ms. Collazo made it a point to ensure that she communicated with me every step of the way so that I was abreast of everything being done on my behalf. I’m beyond grateful for Ms. Collazo and her steadfast commitment in seeing to it that I remained a happy customer. Hotwire is blessed beyond belief to have such a dedicated teammate.Chairman SP Jackson
14:04 10 Nov 20
Kerline Kongal, Account Manager, and Gerry Jeudy, Technician, are the ultimate in customer service and problem resolution. I live in connected community and was having internet problems. They went above and beyond in taking responsibility and resolving the problem. The tech also went the extra step for me to call him to verify performance after he left. I was not there since the repair but will be back later this week and will kick the tires and verify, although I feel certain that all will be well.Thank you Kerline! Thank you Gerry!
21:13 09 Nov 20
My Hotwire contact, Fernando was a true professional! He was extremely knowledgeable and handled a difficult and complicated issue in rapid fashion!My thanks to him and his associates!!
20:07 06 Nov 20
Technician Marcus was very friendly and took care of the issue that we were having. Cedro Morales was very pleasant in following up to make sure that our problem was resolved.
16:41 06 Nov 20
Veronica Anthony is the best.
22:32 05 Nov 20
Andrei Campos, our launch account manner was amazing. Our community changed from Comcast to Hotwire and many residents were hesitant about making the change. Andrei was on top of every issue, always kept us updated on progress and always followed up. He has a wonderful way to make sure things were handled in a professional and calm manner. Hotwire is lucky to have such a wonderful employee. Now that our installations are completed he has moved on to another project and we will miss him.
19:46 05 Nov 20
Hotwire has been very accomodating in helping us get our TVs up and running with "new" building issues. A special shout out to Julie Knutson who has been on top of getting the service man here to address our service in our apartment. thanx again!
19:07 05 Nov 20
It has been my pleasure to have Andre' Campos as our project manager here at the Greens of Boca Lago. This man was easy to work with, to speak to and always accessible. I as a board member can easily say" we are sorry to lose him". Myrna Davis, V.P.
18:49 04 Nov 20
Veronica was perfectly wonderful. She was patient, thorough and pleasant She was knowledgeable and professional. I call Crystal my angel but Veronica is right up there with her!! I am constantly pleased with how my "problems" are resolved. Thanks, Kingsley
17:51 03 Nov 20
I wanted to leave a review for the tech I had come out today named Shady. He has truly amazing customer service, very knowledgeable and great a conversation while successfully fixing my issue with my internet. Again thank you for the remarkable customer service
14:42 03 Nov 20
Our account manager Serena Gonzalez helped get us the service we needed for our cable issues. She was quick with her response to our problem and got the tech here the sane day. We were very pleased with her response.Barbara
13:46 03 Nov 20
After speaking with several other representatives I finally got PRISCILLA to help me with a problem with my WiFi connection.She was patient, pleasant and unlike the others she tried several solutions beyond rebooting.When I mentioned that the next appt was too far off since I needed WiFi for my work she offered to try to get a technician in my area come sooner. Promptly the next morning she returned my call with an sooner appointmentThank you for doing a great job and being so pleasant and understanding. I hope that your company will recognize how special and efficient you are!
18:36 02 Nov 20
Thank you Hilary Curry!!! Thank you for understanding the urgency and taking immediate action, you are an asset to your company!Sincerely,Ana Blau
16:15 02 Nov 20
Jerry is great about taking care of any issues we might have related to Hotwire here at the Fountains in Lake Worth, FL. A real professional with a great attitude.
14:48 01 Nov 20
Ronnie Duncan is knowledgeable , helpful and polite. we are very appreciative for all he has done.
14:45 30 Oct 20
I am so pleased today. I sent Hotwire an email about watching a football game. We could not find the channel. Veronica Anthony called me within a few hours and solved the problem. It made my husband so happy. Thank you!!
23:00 29 Oct 20
Veronica was knowledgeable and very helpful.
22:28 29 Oct 20
I couldn’t be happier with our Account Representative, Rubi Garcia.We were having problems with our cable and internet over several days.Rubi went above and beyond the call of duty to help us get our service up and running again.Hotwire has a dedicated and very professional employee in Rubi, and is a true asset to their Organization.Thank you again for your assistance.
13:19 29 Oct 20
Jerry Gilston is the best. Warm, friendly, funny, and committed to the highest level of customer service. It is tremendous asset to residents of Fountains, the community, and Hotwire to have him located there, and of course a great convenience.
20:25 28 Oct 20
I just have to say that the service I have been getting lately has been irrefutably sensational when it comes to customer service and the service coming into my home. Jules is the ultimate professional when it comes to resolving an issue and making sure the problem does not reoccur.. There are a few people I have spoken to but he always follows through... There have been a few technicians that have been out to my home but the most pleasant experience came with a technician by the name of Damian. He is courteous, patient, and meticulous with his work.. They are the dream team in my community and want to say keep up the good work.
17:27 28 Oct 20
Kerline was outstanding. When she became involved with my service concern it had been unresolved for several months. She dove in immediately to get things diagnosed and ultimately turned around. Intermittent issues are hard to track down and resolve but she got the job done and never got flustered. I really appreciate her help and upbeat attitude. A job done well. Thanks.
21:03 27 Oct 20
We just lost internet and television and called Hotwire. Veronica Anthony responded almost immediately and, in no time, had both working again. She was a pleasure to work with and is extremely competent and patient.It was a pleasure working with Veronica.
20:03 27 Oct 20
I just moved into our new condo and the same day I spoke to Cheri Lowe-Hardy from customer service, and she had me up and running within an hour! Thank you so much
19:52 26 Oct 20
Harry explained and fixed all our problems related to the internet and hot-wire. He was extremely patient and knowledgeable. It was a pleasure working with him
19:35 26 Oct 20
Maria Edwards from Hotwire/Fusion is a great asset to this company. Maria responds quickly to emails and phone calls. She is patient and helpful to those of us not understanding technology! Thank you, Maria!
12:14 25 Oct 20
Thank you Brandie! I found you to be very pleasant and professional on the phone exuding a passion to serve your customers.You are Amazing Brandie!
17:19 22 Oct 20
Was extremely pleased with Hotwire's Fernando Perez's response to a technical problem, that wasn't a Hotwire problem. He went above and beyond my expectations. Thank you Fernando.
15:55 22 Oct 20
Thank you Veronica for your wonderful service. You were very knowledgeable and handled all of my concerns. Keep up the good work.
02:18 22 Oct 20
I was very satisfied with the help Jerry gave me today He is very knowledgeable about all issues
19:31 21 Oct 20
we had some issue with our system when we cam back to florida after being away for 6 weeks up north: no Internet, no telephone, no TV. I did speak to few customer service personnel and each one promised to call back and never did. The only person to actually come back to us as she promised on the phone was Maria. She was absolutely great, capable, great follow up and actually got results.excellent job Maria.
12:41 21 Oct 20
Priscilla helped me every step of the way. advised me of all my options within Hunters Run selection. accommodated my schedule for install.all good
16:39 20 Oct 20
At first, Hotwire made a lot of mistakes while setting up our 1 GB internet and cable. They came multiple times to our home and every time they would leave, there would be something else to do as they would fix one thing but break another. Finally, I got put in touch with a WONDERFUL manager, David Milanes, that got everything coordinated and done for me. He sent a great technician, Felipe Brand, and they finally got everything squared away. If everyone at Hotwire were as knowledgeable and reliable as them, the company would be one of the best cable companies around.
14:32 20 Oct 20
I had a great experience with Hotwires on site office at the Fountains of Lake Worth. Jerry was simply amazing and made the return of my equipment and the set up of my new home so simple and straight forward. Having the on-site office is truly great. Thank you!!
15:55 17 Oct 20
I have been very impressed by the attention and responsiveness of my account manager Cedro Morales. Our experience with Hotwire has been great. Armando was a great technician as well. After experiences with both Comcast and Direct TV, I can highly recommend Hotwire. The product and service are topnotch.
14:39 16 Oct 20
Cedro is too wonderful. He solved our problem and sent Armando to fix our problem to record. And he was the best. Thank you !!
12:57 16 Oct 20
Oct 15, 2020Greetings HotWire:I normally do not take the time to write reviews, however due to my excellent experience working with your HotWire representatives I felt I must let other customers know how well we are taken care of!We had WiFi issues and called our HitWire representative Ms. Marlene Collazo who promptly entered a service ticket request on my behalf. On schedule HotWire service tech Patrick came to our condo. He verified the problem and had to relocate 1 WiFi Eero out of 3 Eeros we have in our unit. With that done the slow WiFi issue in our master BR was promptly resolved. Thanks.Also, worth noting is that while in our condo Patrick also verified our HotWire cable TV reception. Patrick discovered one BR had no cable reception! He investigated and then fixed that issue too! I highly recommend Patrick for his talent as well as his polite customer service manners. HotWire I'm sure is very proud to have a skilled service tech such as Patrick.Also, I’d like to take this opportunity to thank Ms. Marlene Collazo for her help in resolving our slow WiFi as well as cable TV issue. HotWire’s support to us is very much appreciated.Have a great day and stay safe.Warmly,Bob
11:53 16 Oct 20
The Hotwire team in the Fountains has been amazing, we own multiple properties and each and every time they have been called to set up or expand our services the team has been quick, knowledgeable. They are a great resource to have onsite.
20:54 15 Oct 20
Hotwire's FIBER OPTIC technology is remarkably superior to cable tech. Even if you don't have a HDTV your TV will appear as if you do. The speed of the internet, with Hotwire, is lightening fast.Their customer service is outstanding both at corporate and locally and any problems I might have, and there have been very few, were solved in timely fashion and very efficiently.Kudos to Hotwire!
20:19 14 Oct 20
Danny is great concierge for my building ! Way to set the standard, Great customer service.
19:09 14 Oct 20
I had an issue with an incorrect charge. I sent an email to cheri lowe-hardy she immediately sent me an email to let me know she would take care of my problem and get back in touch with me. Sge kept her word took care of my problem. Very professional!Thank you cheri lowe- hardy.
21:53 13 Oct 20
Ronnie Duncan is such a great technician. He is a great help. Explains everything clearly. Please give him a raise.
19:38 13 Oct 20
Kerline Kongal was super helpful, professional, and very easy to work with. I don't have Hotwire yet (I called to set up the service) but from what I have seen so far I look forward to a great experience.
21:11 12 Oct 20
After describing my problem to Rubi, he asked me a few questions and was successful in remedying the problem immediately. It was a pleasure to deal with him.
14:24 08 Oct 20
I just want to let you how pleased I am with Hotwire and our rep Jerry Gilston of the Fountains in Lake Worth. I had an issue with a billing dispute and he handled it quickly and was able to resolve it in my favor. He was extremely professional and I was thrilled with the outcome. Thank you Hotwire for your excellent customer service!
13:59 08 Oct 20
I would like the thank Georgina in customer service. She went above and beyond in helping me get my scheduled appointment rescheduled same day due to a miscommunication with a previous call with hotwire.
15:07 07 Oct 20
Everything we needed to move our service was done on time, professionally and made very easy thanks to Jerry Gilston, our on-site manager, and the techs who came to our home.
14:44 07 Oct 20
The representative at The Fountains was extremely courteous and knowledgeable and I wish all corporations had people like Jerry working for them.
03:56 07 Oct 20
HOTWIRE SALISBURY NC:I was looking for an internet service for my mom. We needed to put security cameras in her home for mainly health concerns. She had began falling alot but refused to leave her home to live with any of us. Shes holding on to her independence. We wanted to make sure she was ok, everyday. We live in different cities , but we wanted to see that she was alright. Most of the internet services in Salisbury North Carolina are very expensive. But not Hotwire, comparably speaking. I spoke with Laura Searcy at 114 Main St, Salisbury, NC 28144 and she was so pleasant. She was very knowledgeable of their products, services, as well as the promotions being offered. The service goes in Oct 9, 2020 and I can't wait to bring my mom out of the stone ages with Facebook, streaming, computers and the like. Thank you Hotwire of Salisbury and Laura Searcy for helping me to make my moms life happier and helping to give us peace of mind.
01:33 07 Oct 20
When I returned to FC there was a problem with my internet and my TV.Pronto it was fixed by Ray and staff and I cannot thank them enough. Keep well Sonny Stern
23:41 06 Oct 20
My experience with Hotwire was absolutely second to none. True professionals. Jerry was so accommodating in helping me with my issues, and the techs were great as well. Thank you guys for a job well done !!!
22:14 06 Oct 20
I live in St Andrews CC and our account rep Serena went above and beyond to assist me in getting the services I needed to be scheduled for my house. She has always been available for my calls and is very knowledgeable. Hotwire is fortunate to have her on their team!
19:49 05 Oct 20
I called Jerry Gilston, your representative at the Fountains CC for help and he was extremely considerate, courteous, and thorough.
16:02 05 Oct 20
15:56 05 Oct 20
After many hours of my phone system not working correctlyRonnie and Raymond arrived and with little effort fixed my entire house and problems.Never let them go!!!Linda Gross HalpernFrenchmans CreekThank YouStay safe
Randy or A.
05:27 05 Oct 20
I recently had a couple of issues with my video and WiFi; the Hotwire representative was very professional and very helpful in resolving the problems. Veronica Anthony, the Property Support Specialist, kept on top of things and made sure I was satisfied with the service provided, which I was.
23:21 04 Oct 20
Ronnie and Jessica at Frenchman’s Creek were terrific. The problems were many and they stuck with it until all the problems were solved. Kudos to Ronnie and Jessica.
21:41 02 Oct 20
20:51 02 Oct 20
I have been having frequent issues with my internet etc. My frustration was minimized as a result of Julie Knutson, who was endless in her efforts to resolve the problem. Julie’s concern, empathy and professionalism kept me from going crazy! Not only did she ensure that a technician would come, she followed up with multiple phone calls. Hotwire is fortunate to have a representative with such a commitment to resolving problems with such a delightful manner.Sincerely,Dr. Nancy Frydman
14:15 02 Oct 20
Veronica in customer service was very helpful.
16:42 01 Oct 20
Excellent service call by technician Michael Fitzgerald today, 10/1/20. All issues resolved with attention to detail and thorough explanations. Michael was professional and friendly. Highly recommend!
01:04 01 Oct 20
I recently made contact with Julie at the Boca West office in Boca Raton. I needed her help in opening an account for my sister who was soon to purchase a property in Boca West. The first time Julie and I spoke she informed me the previous owners still had title to the property and that prevented her from establishing a new account for my sister. When they gave up their ownership of the apartment, Julie called me to let me know that the account was clear and able to be re-assigned. As we went through the options we both realized that we had medical appointments in the afternoon and agreed to talk to each other two hours later. At four in the afternoon my land line rang and it was Julie. We both had successful medical visits and since she was back at the office before me and our four o'clock phone call, she completed the application, placed the equipment order and established an installation appointment for my sister. So, when she called at 4 pm all she needed was a social security number and my sister was a HOTWIRE customer. Can it get any better than that ? I don't think so. That' the way to run a company.
13:22 30 Sep 20
Stonebridge Golf and Country Club in Boca Raton is a community of 396 homes that took a gamble many years ago when it became the third community in Palm Beach County to abandon the established cable companies and go with that new young upstart company Hotwire. Hotwire was offering to put in fiber rather than traditional cable at a time when no one else even talked about it. The decision by the community to take this leap of faith in new technology from a new company was driven by a board member who had an engineering background and saw fiber as the future and convinced the rest to take the risk. Oh was he right. Who would have thought that people would be streaming movies and going to school or work and celebrating holidays and family events over Zoom. The board didn't but now people do it everyday. In addition to preparing our community for the future by building a fiber backbone, Hotwire provided many additional services. One of the extras was that they installed, a WIFI cloud over our clubhouse, pool and fitness center, so that members could use their phones or iPad on the internet without having to use up their data on their cellular plans. They provide the free WIFI at the same speed as the basic internet service to all of the homes, 20Mbps. We loved it. People shared videos over coffee, watched them while they exercised. But over time the home internet service provided in our bulk agreement went up to 50 Mbps then to 100Mbps and now it is at 200 Mbps but the community WIFI cloud's speed didn't change. Why? Because no one was on it for very long and no one asked for the change. This year some members noticed that the community WIFI cloud was much slower than their homes and brought it to the attention of a community technology committee. The committee met with Hotwire staff and explained the issue. What the committee thought would be simply Hotwire plugging in a new router required an engineering study and a design and implementation plan. Hotwire presented the plan to the committee that showed that they would have to make a significant investment to upgrade the many pieces of hardware that were located in our buildings that cover more than 30,000 square feet. The committee liked the plan and had a question. While the old speed was 20 Mbps what would the new network speed be? The answer was 200Mbps. My thanks to Hilary Cohen David Trischetti Shannon Stephan from Hotwire who worked on this project. I can not think of a better partner for us than Hotwire
00:44 30 Sep 20
Thank you Crystal Jshombach!! We just moved and she was able to get everything taken care of from setting up our new internet and cable to making sure that our previous home‘S Internet stayed on until we were totally moved out. We had questions and she answered them and made sure someone came to fix a particular situatIon we encountered later that day. Crystal’s patience and kindness were exemplary!!! Thank you Crystal, to you and your team for your professionalism and for taking such good care of us!
17:11 29 Sep 20
18:17 28 Sep 20
Mr Perez was very helpful, and I was very impressed with his communication with me and the service he guided me through.Many thanks!
14:26 28 Sep 20
I called earlier today and found Julie most responsive ,helpful knowledgeable and took cate of my issue with prompt accurate assistance. Additional she was a pleasure,to,interact with.
18:26 25 Sep 20
Great response time. Communicated my issue and Hotwire devoted a number of resources to troubleshoot and solve my problem. Issue was resolved within an hour of notification, and followed up to ensure resolution. Greatly appreciated.
17:56 25 Sep 20
solved my problem and very helpful
17:14 25 Sep 20
I normally do not like to write reviews but I have to say Jules who is my representative was absolutely exceptional from start to finish. He diagnosed the issue with my internet in my home, sent a phenomenal technician by the name of Damian who resolved the issue once and for all when others could not. Even after all that was completed there was a small discrepancy of my bill which I reached out to him to resolve and he did in conjunction with his manager. Just a great experience and great work by Hotwire.
14:13 25 Sep 20
Tv bites. Dvr is a mess. Blacks out all the time. Wont work now. Internet is excellent. UPDATE: spoke with Kerline at Hotwire. We went over the issues together. They are replacing the current unit so I call that excellent customer service to get the issue resolved. Thank you 🙂
20:09 24 Sep 20
I was surprised when I received a follow up call to see that everything was running smooth!!!
21:00 23 Sep 20
We needed our password changed. Apparently we have a router that requires a technician to physically come to the house to complete the task. The A/C Manager for our community sent ROBERT WALDRON on September 22, 2020. Robert was friendly, helpful and very knowledgeable. He also took all appropriate precautions in regard to COVID, which we definitely appreciated. We would not hesitate to ask for Robert again if we need a Hotwire Service Technician in the future.Thank you for hiring such a fine young man!
19:54 23 Sep 20
Mariano Rivera has addressed several of my problems on various occasions. He is super polite. Very good at listening to the problem and having it resolved quickly. He is pleasant to speak with. And a true professional. Thank you Mariano for being greatJeffrey BackoffHotwire customer
15:13 23 Sep 20
I am very satisfied with Hotwire customer service specifically CHERI LOWE- HARDI, she is always available and gracious about any kind of request. THANK YOU CHERI, YOURE THE BEST!
19:22 22 Sep 20
Ronnie Duncan, Hotwire at Frenchman's Creek, was among the BEST service providers I have ever had. Not only was he knowledgeable, but he was easy to deal with, humorous, and, most important, willing and able to do whatever was needed and BEYOND! He's the best!
00:06 22 Sep 20
It was a very good and informative session and all my questions were answered and I learned a lot more about our remote and what we can do with it. Thank you for offering this service.Mimi Hoff
23:10 21 Sep 20
Ronnie Duncan, the technician who came to our House was efficient informative and a great help. He has a pleasant personality and was a good person to help us resolve up our issues I knew that He would be able to resolve the issues.Jessica Montero, who manages the office, was also very helpful. She made sure that Ronnie got the message that we needed his services and he did, indeed, show up shortly after I called.It’s been a pleasure to do business with Hotwire and we intend to continue the service.
20:59 18 Sep 20
Julie Knutson was so very helpful with all my problems involving WiFi, account changes, and all issues were handled promptly and with great care and concern.
18:40 17 Sep 20
Finally after 5 months of problems with one of my 4 TV's, and constant calls to our on site community Hotwire representative Kellyse McKoy, the TV is now working properly. Kellyse I'm sure was frustrated as I was. Over the period of time she sent technicians to my house, unfortunately some of them were more confused than I was. I had one of them just shrug his shoulders and say this is odd. Another did something and the TV went on, and he was gone in a flash, but soon after the flash, the TV was back to saying "No Service" again. One other Tech said it was my TV, and I should replace it. I asked him, what if I buy a new TV and it happens still, will I be reimbursed from Hotwire, he laughed. So now that a technician Jaime Miranda was sent, he had the knowledge needed to correct my issue. I must apologize to Kellyse for all the phone calls. But I also must thank her for constantly calling me back to follow up and see if it was resolved, I know she felt terrible for my frustration. Thank you for allowing me to vent.Paul Markowitz
02:57 17 Sep 20
Hotwire Communications is an Excellent company! The service has been Amazing! I have lived and worked at two properties that provides Hotwire for their high speed internet and cable and have never had any problems with my internet connection or cable. My husband works from home so we require internet for work and personal use and i have to say this has been the best experience we have had with an internet provider! From start to finish from activating our account to returning our equipment and any help needed in between Hotwire has been very helpful. In particular a gentleman by the name of Kory Robinson who represents the company has been a huge help! He is very friendly, knowledgeableand has gone above and beyond anytime ive needed assistance. Whether i have personally needed help or one of our residents has needed help Kory is always persistent, accommodating and reliable. Kory has truly been outstanding to work with! I am so grateful and I would definitely recommend Kory Robinson and Hotwire Communications to anyone! Thank you for all that you do! You are truly appreciated!-Traci Shiller
01:36 17 Sep 20
We have had nothing but the best experiences with Hotwire Communications since the day we started talking with them about installing in our community! Both their internet service and video servuce are exceptional, as is their customer service. Our Hotwire liason,Fernando Perez, is accessible,communicative,and caring. After years of suffering with another provider, we are now a happy community.
01:01 17 Sep 20
My experience with Hilary Cohen as my account manager has made me really happy as a Hotwire customer. There were a couple of times I thought about leaving given problems I had, but her exceptional customer service makes me want to stay. Thank you Hilary for the over the top customer service and access. Your communication is phenomenal and I am so lucky to have you!
22:08 16 Sep 20
Serena has been most helpful this past few weeks with continued support with resident issues with phones and call waiting. She has not only had the problems fixed, she has communicated with me as the Manager.Serena is always available or returns calls or messages.
13:44 16 Sep 20
I spoke with the Account Manager Kerline Kongel who resolved the issue immediately. Kudos Kerline!!!!
16:08 15 Sep 20
Paul Monplaisir is the technician Hotwire sent to handle our TV issues. He is a professional, competent individual with a "can do" positive attitude. He resolved various problems in short order and Hotwire is fortunate to have someine of his caliber on their team. Happy to give five stars on this call.
21:32 14 Sep 20
Ronnie Duncan has the patience of a SAINT!!!!Does a great job. Best ever! Carol Finkelman
00:31 14 Sep 20
Many thanks to Ronnie Duncan and Jessica Montero! They turned a miserable Sunday into a wonderful day! Customer service and genuine professionalism that was second to none.
18:37 13 Sep 20
Top to bottom great sense of urgency during these times. Raul was fantastic and definitely demonstrated skills everyone looks for in the service industry. Thank you !
14:35 13 Sep 20
Ronnie is patient and makes sure I understand everything. It's a pleasure to work with him. I rate him an A+
22:25 11 Sep 20
I am the Director of Secuity of a large residential gated community in Palm Beach Gardens and I am extremely satisfied with the customer service they provide to all of our homeowners. Their in-house techs and JoAnne are great and their Account representative Hilary Cohen is outstanding. Ms. Cohen is always there to assist our community and our securities team special needs at all times.I could not be happier as a client. Thank you Hotwire.
18:20 10 Sep 20
I had a issue with my internet router and Mr Fernando Perez promptly helped and assisted me to repair. He was great.Thanks
15:49 10 Sep 20
JoAnne Thurab, property support specialist at Hotwire, and her crew, did a great job helping me find a fix to an ongoing problem we had on our TV. Thank you so much for persevering with the engineers, and following through so this situation came to a happy ending.
20:51 09 Sep 20
A terrific tech brought new remotes to replace old ones. He was efficient, super polite and I hope he’ll be the tech for Las Verdes from now on. Wish I’d asked his name. Give him a raise.😁
18:27 09 Sep 20
18:48 08 Sep 20
I am writing this review on behalf of my mom, who lives in Boca Raton, who asked me to write the review. She was helped by Technician Harry Norton. She hasn't stopped raving about how positive her call was. She said that all of the people at Hotwire are nice, but this guy was "the nicest", so far beyond. Apparently her lights had flickered (an electrical spike?) and she lost all service (TV, phone, etc.). Harry was "excellent", "so patient", "he walked me through everything and stayed on the phone with me to make sure that all service was restored", "he was super" (and she goes on, but there's only so much space here). Great service deserves to be recognized and commended. And it's clear to me that my mom got better than great help. From everything I've heard, he deserves 6 points out of 5.
01:03 05 Sep 20
I just want to say thank you to our Hotwire Technician Brad! When I first moved here I had a technician who literally took their sweet time. I caught this man playing video games on his phone. He ended up not installing my service right which led me to have to wait 2 more weeks. It was terrible. Anyways, a year later I requested for some work to be done. I was kind of nervous about getting a technician like the first, fortunately we got Brad! He’s been more than on time to all of my appointments, he’s very professional and he makes sure he gets the job well done! He’s had to come out twice! He’s truly amazing and I hope you guys recognize him! He gave me hope for this company after all my hope was destroyed from the first technician.
20:45 04 Sep 20
Kellyse was attentive and helpful and creative in solving a problem we had had for 2 weeks! She covered all of our issues very thoroughly. What a pleasure it was having her help me.
Norman Atkin M.
00:12 01 Sep 20
Ronnie’s efforts which I believe is his unparalleled manner in my opinion he went above and beyond in helping me get my tv service. Jessica was equally so. We at Frenchman’s Creek are fortunate to have them working exclusively for us!Norman Atkin M.D.
18:36 29 Aug 20
Joanne is great, she always gets back to me if I have a problem and usually it is solved the same day..The boys are great especially Michael and Ronny who I know well..The service here led by Joanne is wonderful and friendly..
17:03 27 Aug 20
I have had the pleasure of working with Leanne Linares at Prive at Island Estates and wanted to express her outstanding professionalism, coupled with her dedication to her clients. She is always available (anytime of day) and gets the job done. She truly is an asset to Hotwire Comminications. Thank you!
18:20 24 Aug 20
Our community of Fairways in Boca Lago recently changed provider from Comcast to Hotwire. There have been some challenges with customer service. I was fortunate to have had Emmet Frank to guide me during some challenges of operating the new system. I cannot praise Emmet enough, he has been a godsend, very astute, patient and super, super helpful. He is worth his weight in gold as far as I'm concerned. He hs been a stress reliever. Thank you Emmet for your professional and kind help. You get ********** from me.
19:45 23 Aug 20
Been with Hotwire for 2 years and not a problem
16:07 20 Aug 20
Expert Fiber Technician, Marc Pulido, came out to our home to fix an outdoor broken wire. Marc was very professional, friendly, knowledgable, and went over and beyond to help us regain internet service. Excellent Service!!
13:57 20 Aug 20
I have an amazing experience talking with the sales and support representatives, they are just amazing!
13:32 15 Aug 20
I spoke with Ms. Collazo, a management representative for Hotwire, and she helped to resolve a billing-related matter. She was honest, fair, and she genuinely seemed to care about helping to resolve the issue. I'm very satisfied with the quality of service that she provided me.
16:27 14 Aug 20
Had a problem with accessing my hotwire cable box due my disability. I contacted Kerline Kongal our Hotwire Account Manager who LISSENED to my problem and arranged for a hotwire technician to review and correct the problem. Thank you Kerline for your support and follow up on this issue.
16:14 14 Aug 20
i would like to comend one of your employes by the name of TESSA,
23:24 13 Aug 20
UPDATE: Surprise: They can deliver.After issue reported below, a member of Hotwire Communications contacted me. He said he would do his best and coordinate their people to solve it ASAP without promising it would be done on time (he had 3 days - it was supposed to be solve 2 days ago). Considering their track record, I had no faith at all and was expecting issue to be solved in 4 days (best case).But, he delivered. He was able to manage all visits to get things done (3 different technicians) in one single day. I still do not understand why job cannot be done by one singe technician in one single visit but... After all, they did it.They did it faster than replanned and much faster than I thought. They surprised me for good.I will be posting.--------Difficult to be more inefficient.I use wifi connection but internet was so slow I decided to ask for a speed upgrade.The support agent confirmed the upgrade would be processed in 2 days but that a technician visit was required to check my router and plug a cable...In the meantime, just to add a little more speed to what was delivered through wifi router, I purchased an Ethernet cable to connect my computer to the Ethernet port.Surprise 1: my apartment Ethernet ports were not working. Why not getting things done right at once connecting all cables to a switch? Ask Hotwire.Finally, the technician visits me, makes my ethernet ports work and reports thatSurprise 2: current ONT does not allow to plug in the cable (one unit needed for TV cable and another one for Internet cable). Why not checking the hardware they installed on the first place to be prepared for what is needed at once, before wasting their team’s and customer’s time? Ask Hotwire.After technician explanation, I contacted with Hotwire support team to schedule a new appointment.Just in case and considering their “efficiency track report”, I asked if, as they told, upgrade that was supposed to be done 2 days after my first contact (with no work to be done in my unit) was done.Surprise 3: it is not a surprise any more. It was not done. Support agent could not even confirm when it would be done... Why was it supposed to take a couple of days and now could not even confirm it will be in 3? Ask Hotwire.I recognize I was a little upset and ask the support agent to report that kind of issues to people that can take a look at a process that is failing. If there is one... She kindly respond she was going to share it with team at a management level.Surprise 4: management?Next technician visit is scheduled in 3 days...If issue is solved then, I probably will have no motivation to share what happened. But if not, I might and more surprises to the list.
15:21 13 Aug 20
15:01 12 Aug 20
I love working with Julie Knutson at HotWire Boca Raton.We own several units, If we run into a problem, Julie is always accommodating, the problem is solved that day or 24 hours later.I’m very grateful to Julie, hope she stays with us for a long time.
All Things A.
14:27 12 Aug 20
I just want to thank you guys for listening to my request. Marlena my account manager for bellavista was AMAZING! she was genuine kind and helpful. She made sure my cable and internet was set up correctly. She really MADE IT HAPPEN! I am forever grateful for such a wonderful team. The tech I had lots of patience and he stayed with me until everything was connected and up and running. You have no idea how much this means to me! Even the customer service representative was amazing while I was freaking out he reassured me that everything will be ok! Im so thankful and absolutely over the moon about my experience! Thank you for listening to your customers! This pandemic really shows me that you guys really do care about what happens to your customers! Thank you once again❤️
19:08 11 Aug 20
Great experience with customer service. Thank you Rubi Garcia, he was very helpful! He took the time to listen , was kind and friendly too!5 stars for Seth Poorman as well! He was on time, friendly and super helpful. He took the time to make sure everything was working properly and answered all of my questions!!!
15:19 11 Aug 20
Great customer service by Serena Gonzalez! She responded immediately and stayed in contact as she coordinated a resolution to our problem.Many thanks, Serena.
13:05 06 Aug 20
Dear Julie, Thank you for your help this morning. How lucky I was that YOU answered the phone.
12:38 06 Aug 20
Here at The Oasis we have Hotwire Communications as our cable and internet service. The Hotwire account manager, Shonda Martinez is always available to help our residents and our office. Every time I reach her she goes far and beyond her duties to assist. She is very detailed, professional but most of all courteous and kind. She is very eager to find resolutions to any given problem no matter how hard the issue maybe. Very dependable and essential to our business. I thank you Shonda for all your efforts!
20:10 04 Aug 20
Serena Gonzalez was a total professional throughout the process of resolving my billing issue with Hotwire. She dove in to research and rectify the issue resulting in a refund to my account. Thank you for your services.
22:50 02 Aug 20
Our community of 299 houses switched from Comcast to Hotwire this spring and so glad we did. Internet speed and TV quality are tremendous!!! We listen to steaming music a lot and the audio quality is incredibly better than before. TV image and audio quality are equally fantastic!We would like to especially thank Ramond SANTIAGO, the service technician who came to install our house during these difficult times.He is exceptionally outstanding! He took to the work right away and was very respectful about wearing mask protection and gloves even during the near 100° weather we were having. He explained the whole process to us very clearly and completed the installation within the timeframe he set out. He made sure we understood everything about the setup and showed us how the app worked. Personally coming from an international telecommunications company we know that great technicians are rare and Ramond SANTIAGO is one of those rare persons who is also very customer satisfaction oriented. We think has exceptional qualities and the drive to move up in the business !We highly recommended Hotwire !
14:33 31 Jul 20
My Internet has had a lot of problems and I was not happy at all but yesterday I had a very knowledgeable Man named Angel came out and finnally there is Internet. Hopefully it stays on but so far so good. Thank you Hotwire for taking care of your customers.
19:36 30 Jul 20
Julie Knutson is an excellent assistance
01:48 30 Jul 20
17:44 25 Jul 20
I am a first time Hotwire customer after deciding to switch from the other payTV, internet companies that I have used for over 20 years. I have to say that my experience from the beginning has been the upmost high quality and professional service. The patience and thorough explanation of deciding the right paytv and internet service to meet my needs was so well done by my account manager, MARGARITA WHITNEY. She was amazing in getting my service installed and running smoothly swiftly, she treated me like a VIP. There is no other provider that offers customers a personalized dedicated “concierge” instead of calling a #800 and long waits and frustration. Viviana Reyes, concierge dedicated person, responds to my needs immediately and can not be happier. I am so happy to have made the switch to HOTWIRE because of Ms. Whitney and Ms. Reyes, as not only their product offering is good, competitive prices and great service. I am going to be a lifetime partner with HOTWIRE because of them. This is the company to sign up with, you will be happy you made the switch. Thank you!! Happy customer!!!
20:41 21 Jul 20
Hotwire Communications is by far and away the best choice for tv, internet and telephone service - far exceeding Comcast. From time to time, there are various situations that may occur outside of the control of Hotwire, such as localized brownouts and blackouts that, even with Hotwire’s own system power generator. Boca West’s on-site manager, Julie, is the most knowledgeable, understanding and kind person we have had the pleasure of dealing with during these instances. She really “knows how to get things done!” Couldn’t ask for anyone better.
20:27 21 Jul 20
17:52 17 Jul 20
really pleased with my recent Hotwire Service call. I needed to have an update on my equipment to take advantage of Hotwire’s increased internet speed. My community Hotwire rep Serena Conzales arranged the appointment. The service techs arrived on time, changed or updated. all necessary equipment. They were knowledgeable and professional.Result is I am getting ultra fast internet.
18:07 16 Jul 20
Dealing with Julie Knutson has been a pleasure for me.She is sweet and kind and caring and knowledgeable.I am always stressed out when something happens to my TV.I have had trouble with the remotes, the dvr and my TV not syncing.She has calmed me down and handled each situation very smoothly and quickly and professionally.I am very happy to have made contact with this lovely woman.Thank you Julie.
01:25 16 Jul 20
A few weeks ago I had problems with my internet and my cable. I contacted the Hotwire communication Company specifically with Miss Marlina who gave me at the same time all the steps to recover my internet and my cable without the need to wait for the visit of a technician. Great costumer service and professionalism on the part of this lady very satisfied with the service
00:44 16 Jul 20
Always have good internet and tv service at home. First time in 2 years the internet went out,and a tech was out and resolved very quickly.
23:53 15 Jul 20
After two days of many attempts to resolve what should have been a simple problem I was finally able to connect with Muchio Leoni a property support specialist, who was able to resolve the problem in under ten minutes. This came after a home visit by a technician, approximately 30 phone calls and hours on hold waiting for the next available representative, numerous hang-ups that I did not initiate and broken promises by two other Hotwire employees who for their job security will remain nameless. Apparently Hotwire just underwent some sort of system upgrade that created an issue with our receiving incoming phone service and the loss of the ability to retrieve messages left from persons who tried to connect with us. We have been a Hotwire customer since the Board of Directors in our community of nearly 900 homes chose to contract with same back in 2011. Now almost a decade into the contract we are being told that there is a $ 5.00 a month charge for voice mail service and since switching to the new system earlier this week and since we weren't charged for this service since inception it was just cut off. No warning, no explanation. There was also no explanation sent to either e-mail address at this residence stating that we will now have to include the area code for every call made even if it's the same area code we are included in. If it weren't for the response of Muchio in understanding the simple problem, solving it and following through to see if, in fact, the problem was rectified we would definitely be dropping our land line service with Hotwire. There are other families in our development who are in the same predicament that we were in until I connected with Muchio. His excellent service needs to be commended and recognized. If Muchio's superiors would like a more detailed letter of gratitude please have them feel free to call me.Sincerely,Dana K. Schwartz
22:14 15 Jul 20
23:51 13 Jul 20
I had the pleasure of working with Julie Knutsen to resolve an issue I had with Hotwire. She handled me calmly and competently. I had been trying to reach the Hotwire 800 number for hours to no avail. A tip from a friend led me Julie. She handled my problem quickly, sent Phillip, a top tech,over, and we had my system up in running shortly thereafter. Thank you Hotwire team.
18:09 13 Jul 20
Thank you John Johnson and Marlena Cardoza for the +1 Customer Experience! My 73 year old tech savvy mother upgraded her WIFI service and John and Marlena were very transparent with explaining her options and making her feel comfortable throughout process. Keep up the good work. It is appreciated.
14:44 13 Jul 20
So far I've had a great experience. Cesar was very very helpful and proactive with the scheduling and Rudy was very efficient and pleasant with the install. I very much appreciate that Rudy let me know when he was 30 minutes out. Excited to start using my fiberoptic internet!
13:59 13 Jul 20
HOTWIRE has been the best ever cable provider I have ever used .Issues sometimes do arise but customer service is always been able to correct the isue in a timely manner ..great customer service .Thank You
16:04 06 Jul 20
Doran was on time and we had a couple of texts to let us know when to expect him. We had a blockage with signal in he apartment and he took care of it patiently as well as tested it multiple times to ensure everything worked smoothly. Great work!
14:44 06 Jul 20
Serena:You have renewed my faith in Hotwire Communications. Unfortunately they need 20 more Serena’s to satisfy the problems that exist because of Covid 19. I want to thank you again for your assistance in getting my voicemail repaired and setting up a service call for tomorrow. It is greatly appreciated.Stay safeCheers,
14:17 06 Jul 20
Patrick Gearty provided us with excellent customer service during our service installation. He arrived at the stated appointment time, was courteous and professional, wore a face covering, and did a thorough job.
21:38 05 Jul 20
Doran Willis provided the best installation experience I have ever had. He was so friendly, professional, and informative! He taught me how to use the new routing technology and it was actually a fun experience.. which never happens when it comes to ISP companies! He answered all of my questions and the internet and cable have been up and running with no issues for the past week. Look forward to continuing to use this service.
17:32 02 Jul 20
Our Hotwire representative, Cody Cunning, just handled a situation for us with one of our residents in the manner in which he always does, which is efficiently, fast and thorough. Cody's response time has not wavered during this time of the Covid-19 pandemic. He continues to provide excellent support for our Clubhouse and residents. He is both professional and courteous at all times. Thank you Cody for all you do for Boca Delray.
15:28 02 Jul 20
Over and above customer service!I am a HotWire customer from my current community, but this issue was in my mom's community, another HotWire serviced community.She went ahead and ported her home phone number to a different provider, due to the port, there was an issue at her gate phone in dialing her number. I was able to reach out to my representative - Kerline Kongal – Account Manager, and her Area Manager – David Trischetti, to work through the issue.I have to say with the multiple emails and testing, and also working to involve the HOA management & Gate vendor, it was great have the back and forth communication via email and phone calls, even during off hours! HotWire was the most responsive and the best part was being able to work with their technical resource Noc Agent - Andres Rosales who helped test with me and work to figure out where the issue may be.At the end with shared teamwork between the different partners, but led by HotWire, we were able to resolve our issue. It is nice to have a company like HotWire where can you can actually talk and work with local representatives and have that small company feel, even though they are a larger company.Kerline has also helped me in the past with other technical issues and she has gone over and above her responsibilities for me!
Alroger Gomes J.
15:44 01 Jul 20
15:41 01 Jul 20
Had to share my experience. Moved into house I purchased with fiancé who works from home and five year old who was really bored from hour one during the moving process. Called Hotwire and couldn't get an appointment until July 6th. Spoke to my community representative Leanne Linares and she worked some magic and ta-da we had a service tech next day who was very pleasant and we were up and running. Great service and attention. Thank you so much.
13:27 01 Jul 20
03:26 01 Jul 20
Doran was great. Quick, very professional, and thorough in introducing the new cable and WiFi systems.
19:31 29 Jun 20
Today I had the BEST customer service I think I may have ever experienced. Ella Morillo was not only lovely, professional, helpful and patient, but she was incredibly empathetic to my situation and took a GREAT amount of energy and personal attention to solve my billing issue. She went over everything with me clearly and patiently. Although there was an error on Hotwire's behalf, she handled everything perfectly. Ella is the reason I want to be a lifelong Hotwire communications customer.
17:26 25 Jun 20
Today I spoke to one of the loveliest professional intelligent person representing hot wire. Her name is GINTARE KRUPAVICIUTE.As a resident of Huntington Lakes, she went over everything with me clearly and patiently. Thought you should know.Patricia Rocco
20:18 23 Jun 20
I have a company called Zeekhelp that serves comercial businesses in the South Florida Tri-County Area. Hotwire is one of about 4 potential providers of commercial services for my clients. The ones that have Hotwire have the very best comercial services. Hotwire was recently featured in PS Magazine as the fastest Comercial Service Provider in the US. Additionally, they have people like Carl Lender and Michael HoShue that are always available to me and my clients. Simply the best service and customer service too!
Nicholas & Dorothy W.
15:12 20 Jun 20
After waiting on the 'phone for nearly 30 minutes for Hotwire Call Center I sent an email in my frustration to Frank Urquizo advising I had a TV problem at Olde Cypress. Even though it was a friday night when he was likely off duty, he 'phoned within minutes and promised to get back to me with a solution. He kept his word and emailed me 9.30pm saying that a Tech would be here latest early monday but that he was hoping to get someone saturday morning. 7.45am on saturday a Technician arrived and within a very short time found the fault and rectified it. Frank Urquizo went above and beyond expectations and really enhanced the Hotwire Brand while the Call Center was a total disaster. Thank you Frank.
23:33 19 Jun 20
Fernando from Hotwire was right there with us again. Tonight with our video outage and last Saturday with our phone outage . Always polite and ready to help. You deserve kudos and a raise.Roberta Levitt- MocciaHOAPresidentSan Marco
02:04 19 Jun 20
Today, Account Manager SWFL, Frank Urquizo, made my day if not made my last three months. He was able to resolve an account statement issue in literally no time. Frank was courteous, open minded to resolve my issue and ultimately, resourceful to email me my statements. He is professional over the phone and sensitive to resolving issues in a succinct and swift manner.Watch out upper management! Frank is a leader in the making and bound for more successes!
20:05 18 Jun 20
MARLENE IS THE BEST! Had an issue with my cable and internet not working and she contacted me right away to get the problem fixed and went out of her way to follow up with me and made sure everything was handled and back up and running. Excellent customer service. Thank you!!!
20:01 16 Jun 20
Crystal has provided the best service I have had from any service company. She is always cheerful and friendly. She always takes time to understand my issue. She tells me how she is going to solve the problem and then, without fail, promptly solves the problem. She walks the extra mile to get the job done to my full satisfaction. And, unlike any other customer service rep, she calls back to make sure the job was done right and on time. Over the years I have had three major communications vendors and Crystal wrote the book on customer support that the other two vendors should have read. Jim Pierson
15:31 12 Jun 20
extremely helpful with service and tech support. helped with install of eero wifi router and set upKerline Kongal was so helpful and got me to tech right away and also her communication was superb. Happy she is our rep in mission bay.
23:25 11 Jun 20
Harry B was quite helpful with a problem I had been trying to solve with another customer service employee. He was so polite and took care of the problem immediately. This employee deserves an acknowledgement for his outstanding service.
18:56 11 Jun 20
I am thoroughly impressed! Joey Gonzalez was an absolute gem in resolving my issue, he was very on top of it and kept me updated throughout the process. Thank you Joey!!
13:18 11 Jun 20
Had an outage due to line being cut. Serena Gonzalez was terrific- worked to get me up and running so i could work at home without interruption. Techs were courteous, professional, and prompt. Thanks Serena & team for your outstanding efforts on behalf of your customer.
18:54 10 Jun 20
Frank was prompt, excellent and extremely informative.We would recommend him highly for any position in your organization.Thank you very much.EDITH KRAMER AND BERNIE STRAUSS
21:12 09 Jun 20
The Best Internet and Cable TV. Video Company SW Florida has to Offer!!
14:46 08 Jun 20
01:11 08 Jun 20
Originally I had posted a terrible experience with the company. Within 20 minutes I had a call from Serena who is the rep for the Valenicia Lakes residence in Boynton Beach. She quickly and thoroughly helped me and resolved my issue. Hotwire you are so lucky to have her on your team
22:44 04 Jun 20
Very helpful. Cedro was very flexible with availability and informative in helping us to determine our needs. No sales pressure.Orlando came on time, and did not leave until he had met all our needs and answered all our questions. He works efficiently and quietly
01:25 04 Jun 20
Chris from Hotwire arrived on time. Efficient and courteous- toolkits care of our connectivity issues. Mask, gloves and shoe coverings- very respectful.
14:21 03 Jun 20
Moved into a new condo that includes Hotwire Internet and television. I tried several times to set up an installation appointment through the toll-free number and had very little success then I posted on Twitter and immediately received a response from their customer service rep Ceasar A.Ceasar personally Set up my installation and he was unbelievably responsive and stayed on top of everything making sure once the appointment was set reached out to me to keep me posted. He is a true professional. In addition the tech/installer's name who is Barrington had a window of between 8 and 10 AM and texted me the evening before to let me know he would there at 8 AM and was extremely prompt, he did a beautiful installation was incredibly patient and professional and explained everything about the new service to me.So far so good!
02:17 03 Jun 20
Impecable el trato con HotWire en especial con Cesar, muy buena atención y rapidez , excelentes profesionales !!!!
00:41 03 Jun 20
Both Derek and Emmet Frank were absolutely First class in every way.Derek did the installation and Emmet educated us on operating the system,Derek installed five boxes very cleanly and efficiently . Emmet was so patient and made everything very easy to understand.
00:20 02 Jun 20
I love Hotwire service. The service always works well and the amount of programs I can record is spectacular. You also get an immediate response if there's ever a problem. I like the new app. Kerline is a magnificent account manager and she's not only a professional but always offers a great customer experience.
02:12 27 May 20
I had a problem with my telephone service through Hotwire Communications. I called customer service and was able to contact our community customer service rep, Serena Gonzalez. I sent her an email and she responded immediately and corrected my telephone service problem.
10:37 22 May 20
Long story short we had some issues with our business account (our fault not hotwires). Though everyone was very nice, I did get some run around (would...
18:02 20 May 20
Highly satisfied with Hotwire's professional installation, crystal-clear programming, reliable network services, and Fernando's exceptional customer support.
17:07 20 May 20
16:40 19 May 20
Emmet Frank was absolutely fantastic. I would suggest that he leave a sheet with directions written down or else tell the listener to write down his words of wisdom. He does have so much to share and did a fantastic job!!
19:38 18 May 20
It's great when you call someone and you instantly feel that they are there to make your phone call a pleasant experience. I will give Crystal 10 out of 5 stars for her excellent service, exceeding my expectations, and promptly resolving my small issue.
21:58 15 May 20
18:09 15 May 20
Ashley was extremely helpful and polite in her handling of my questions. She was a pleasure to deal with. High commendations for Ashley
21:31 14 May 20
Very helpful with my internet problem. She was awesome guiding me, through the process.
17:48 11 May 20
Exceptional customer service!!!!!
17:10 11 May 20
Outstanding service provided by Emmet Frank, Fision Educator. He quickly addressed and resolved all issues and was extremely knowledgeable and professional. Highly recommended!!! Thank you again Emmet.
20:03 08 May 20
Rudy Regis, a Hotwire technician, visited my home on 5/7/20 to install a eeros router. I cannot say enough about his professionalism and equipment knowledge. Rudy spent 1.5 hours installing the equipment, troubleshooting problems and connecting all my peripheral devices. It was an absolute pleasure dealing with him.
00:42 07 May 20
My family and community have had a fantastic experience with Hotwire for the past year and a half. Our service works well, is incredibly fast and reliable. The fiber optic is fantastic and our whole house is wireless, even our cable boxes, without speed or connection issues.I've read some of the reviews here and imagine that many of them stem from limited technology experience or not realistic expectations for service. When you compare Hotwire with other similar companies in the area like Comcast and AT&T, they surpass in many ways: technology, service, speed and picture quality. (I imagine AT&T fiber optic can compete? ) I have heard that the on-demand library is smaller for Hotwire vs. Comcast, but use Netflix, Amazon Prime, Hulu and HBO Go, so it does not matter to our family.The irony is that most of these other companies have horrbile ratings too. Coincidence? Maybe not and instead it is the case that more people are willing to share negative comments no matter how bias or inexperienced. I even read an indivual's review suggesting the Hotwire rating be used to relate service, which is wholly impractical. Has anyone seen the Comcast reviews for Palm Beach county on Yelp or Angie's list? Avg. 1.0,1.5 and 2.5 stars out of 5!? I've had Comcast and AT&T for TV and internet in the past. They were good and didn't have any significant issues either but I would undoubtedly select Hotwire over these companies any day.
20:13 06 May 20
MARIA EDWARDS HELPED ME SO MUCH! SHE IS TO BE HIGHLY COMMENDED AND REWARDED AND IS A VERY BIG ASSET TO HOTWIRE COMMUNICATIONS! I ONLY WISH THAT ALL YOUR EMPLOYEES COULD BE AS HELPFUL, KIND, AND UNDERSTANDING AS MARIA EDWARDS! YOU SHOULD DEFINITELY GIVE HER A SUBSTANTIAL RAISE BECAUSE SHE DESERVES IT!
21:04 05 May 20
I would like to compliment Cedro Morales for his excellent professional customer service skills during a trying time with the Covid-19 Pandemic. I was having issues with my Internet service which was lagging and dropping frequently, being assigned to work from home because of the Pandemic this was becoming a challenge to do. Cedro patiently listened to my concerns and he promised he would assign a Tech to come out to my home to see what the issue was. When the Tech arrived (Patrick) who did his check on the system my equipment and discovered it was not my equipment so he dug in deeper called in for higher support to run further tests and with-in the hour my system was up and running, not dropping and getting the speeds of my plan. Now that had a ripple effect with the rest of the community because of the Pandemic more home owners where working from home and their kids also doing their on-line schooling, so the Tech Support Team ensured the whole community would not be experiencing the same issue and apparently they were, but not after the Tech Support Team visited my home no one in the community are experiencing any issues. I received a follow up call from Cedro to ensure my issue was resolved and happy with the service I received, I thanked him again for caring enough to take care of my issue (and the community) and for following up during a difficult time for all, one less stress that I didn't need at this item and he took care of me and the community with the out-most professionalism one could expect. My hat goes off to Cedro, the Hotwire Tech Support Team keep up the great work, you all have demonstrated what all good companies can do when they work as Team even in challenging times.Thank you, Thank youFranco TorePark central
17:17 01 May 20
Hilary Cohen is our Account Manager for our community. She is a pleasure to work with and is always attentive to the questions and needs of our residents. She follows up immediately. Hilary is a wonderful asset to Hotwire and I highly recommend her and Hotwire as your service provider.
19:58 29 Apr 20
11:47 28 Apr 20
We have had hot wire in our condominium for at least 4 years. They are 1000% better than our previous Cable Provider, Comcast. Their service is outstanding...
19:16 26 Apr 20
I have HotWire television, internet and telephone service through my community. I had the faster service than what was offered through my HOA which I paid for. I was having issues with my internet service. I called our representative Mariano Gonzalez for help. He was able to troubleshoot my problem and have it corrected within 24 hours. I am very happy with the service I received.
22:57 24 Apr 20
Crystal Jshomback does a tremendous job satisfying customer needs at Harbour Ridge. She does whatever it takes to get the job done. Thanks Crystal.
20:45 24 Apr 20
Hotwire has been great. Much faster, more consistent and reliable service than Comcast. Very happy, satisfied customer.
01:59 24 Apr 20
20:43 23 Apr 20
Have had issues with Hotwire for service and repair in the past. Fortunately, with the help of Mariano Gonzalez and Anthony Daly, our internet was repaired within 16 hrs of reporting our internet outage. My family and I would like to commend Sean Flood, tech, for coming out during the COVID19 pandemic and got our internet back running which allowed my physician husband to continue practicing via telemedicine. Hopefully, we will not have any further internet issues in the future.Thanks for helping us at this difficult time.
13:41 23 Apr 20
Have had issues with Hotwire for service and repair in the past. Fortunately, with the help of Mariano Gonzalez and Anthony Daly, our internet was repaired...
03:55 23 Apr 20
It was a pleasure dealing with Shonda M. from Hotwire Communications. She was able to effectively solve my issue ,both efficiently and pleasantly. It’s always a relief to deal with competent people. Not only did she help me with my problem, she followed up to make sure everything was running smoothely. She has a great work ethic.
21:38 22 Apr 20
Great experience. All the staff was great. Thank you Shannon for all your help. So happy with my internet and cable now. Thank you Hotwire!!!
21:22 22 Apr 20
My manager, Heidi Dalton and I spoke with Cody regarding my problems with my iPhone and my iPad and my internet problems. Cody showed total knowledge of my problem and patiently walked Heidi and me through the steps and solved my internet problems. I am most grateful for his knowledge and thoroughness regarding these issues. Ranamary Vitha
18:44 21 Apr 20
Anytime I have an issue, which is rarely, they are out to fix my problem within 24hrs
18:07 21 Apr 20
Hello:I just have a conversation with Hotwire (Fision) Customer Service Agent(Manager) Fernando Perez.I gave him a Superior (5Star) rating Because he was able to answer all my concerns in a patiently and timely manner. A very attentive Agent, I will recommend him for future references. Respectfully,E. Brignoni
15:26 21 Apr 20
I have had Hotwire in my community for the past 2 years, I was not super excited when they first came in because let's be honest who likes change. But after now having them for over 2 years and during this time of COVID-19 I can not thank my board enough for making this change. Having fiber in our neighborhood has allowed us to all work from home/kids going to school from home with NO INTERNET ISSUES! The customer service is exceptional, Hilary Cohen and Shannon have been such a pleasure to work with.
03:03 15 Apr 20
The service representative came to our home with mask and gloves kept his distance andQuickly got our tv working. Thank you Hotwire
22:10 14 Apr 20
A friend was experiencing some technical issues and the kind folks at Hotwire went above and beyond our expectations to alleviate and remedy the situation with lightning speed. I can't give more than 5 stars, but they are certainly a 10 in my book! A++++++
17:36 07 Apr 20
I've used Hotwire at 3 of the new developments I've opened and had nothing but a great experience. This most recent new development I'm at now has been the best one yet. Thank you to Rafilee and Cesar in South Florida for being a part of one of the best experiences.
13:38 02 Apr 20
This company is amazing. They have delivered everything they have promised. Adrian was our technician and he was fabulous. He was professional, knowledgeable and efficient. Our service was up and working in no time. He was so courteous and took the time to explain everything. The surprise was a follow-up call from Cedric. He wanted to know if everything was ok and if our problem was solved. Wow what company does that?
13:55 01 Apr 20
Cody Cunning was so kind, professional and knowledgeable.Thank you for providing wonderful service.Stay safe and be well!Joy and Joe Glass
19:10 07 Mar 20
02:23 04 Mar 20
I called in and spoke to Hector. I had to take the time and go out of my way to leave this review. He was patient, answered all of my questions and was respectful the entire time. It was a breathe of fresh air when dealing with cable or internet companies. Thank you again Hector, you can tell you love what you do!As for the service. It worked great and had zero issues. Only had to leave because it’s not offered in the new home but anyone living in condos... highly recommend !
16:26 13 Feb 20
Today I spoke with Ciarra Spillers and she was helping with my mother service in the villas at Secret Lakes. She was extremely patience with my mother and courteous. She was trouble shooting her system and got it back to work. I know it can be challenging to deal with older people however she was super nice and understood when my mother spoke Spanish to her. Thank you so much for your kindness and help.
15:56 30 Jan 20
I just had my new services installed by Kevin, and the process was incredibly smooth! Kevin is super knowledgeable, courteous, and professional… This was by far the best experience I have ever had with a cable company! On top of everything, my home Internet is incredibly fast!
23:27 21 Jan 20
Hadn’t used it since it was installed, had to call & get instructions! The rep was very patient, walking me thru each step. AND the initial person who answered the phone helped me, I didn’t have to transfer somewhere else.
14:15 20 Jan 20
Excelente servicio. Sobre todo que se puede ”retroceder” la transmisión de un programa para verlo desde el principio sin tener que grabarlo” Esto se puede hacer también cuando uno enciende le televisión
20:45 14 Jan 20
I’m living in Las Verdes Delray Beach. Building Orleander . The great group of gentlemen taking care of us are so very extremely knowledgeable, kind, helpful and most respectful to we the senior citizens. It is a pleasure getting to know each and everyone of them. They are a credit to your company.
19:04 11 Jan 20
Good people efficient
01:58 09 Jan 20
21:37 03 Jan 20
I RECEIVED AWESOME SERVICE FROM HOTWIRE.MY TECHNICIANS MIKE AND ANDERSON WERE PROFESSIONAL AND INSTALLED A COMPLICATED SYSTEM IN OUR CONDO. I WOULD RECOMMEND THEIR SERVICES.
15:41 12 Sep 19
02:34 22 Aug 19
Ofrecen un buen servicio y muy exclusivo.
19:08 14 Jul 19
Por las buenas atenciones y dulsura
19:53 28 Jun 19
18:34 11 Jun 19
I’m the assistant manager of a condo in Key Biscayne and we use Hotwire communication. I have to say my account manager Joey Gonzalez is great. He makes sure that all request are done immediately. He is always coming by to make sure all of our equipment is working properly. The residents are happy with the service and with the response time.
16:36 27 May 19
Exceptional customer service
16:08 13 May 19
We use Hotwire services at home and at my work. Responsive customer service. Great internet and TV connections. I appreciate Hotwire being an active participant in our community.
13:45 08 May 19
The transition from Fibrant to Hotwire was a quick and smooth experience. The customer service with Hotwire has stepped up their game. They are quick to address any and every need of their customers in a timely manner. The speed of the internet they are providing out ways any other service provider in the area. It is not just the everyday customer service representatives. The whole staff of Hotwire is working to provide a better experience for the community for Salisbury. I look forward to the days to come with Hotwire. Keep up the Great work!!!
19:07 06 May 19
We were Fibrant customers and the transition over to Hotwire was pretty smooth. We've since added phone lines through Hotwire's VOIP. Those especially are a great deal in comparison with other VOIPs out there. Plus they were tons easier to work with than Ring Central.
21:16 03 May 19
Hotwire is good for our community. I wish more people knew that Salisbury, NC had gigabit fiber.
20:10 03 May 19
We were switched over from Fibrant to Hotwire. We have a complicated business and residential system. Hotwire has been very helpful and responsive. Their fast speed and great customer service are giving them a great reputation!
19:05 03 May 19
We just made the switch from Fibrant to Hotwire and are very happy with everything. Customer service is great!
18:51 03 May 19
I have seen a lot of people giving negative reviews and I really don't understand it. We use the service at home for internet, television and phone service and I have never had a single issue with it to date. The customer service people I have dealt with have been helpful and professional. If ever a problem does come up, I am confident that they will do everything in their power to resolve it quickly and efficiently.
18:35 03 May 19
We're getting ready to move and I'm so excited about switching to Hotwire! I can't wait to ditch my cable!
18:01 03 May 19
Our experience with Hotwire has been wonderful! We love the fast internet service and customer service is excellent.
17:52 03 May 19
I was with Fibrant for 4 years and I have recently moved and was converted over to Hotwire. I am a very pleased customer. The conversion went well and everyone that was involved was very nice. Everything about Hotwire was explained to me in detail. I have since enjoyed my TV and internet without any problems at all. The package I also went with was very reasonable. I strongly recommend Hotwire.
17:39 03 May 19
5 Stars for commercial use! 0 outages so far!
16:57 03 May 19
My internet and phone connection are both much better with Hotwire! Glad I made the switch!
16:49 03 May 19
Hotwire is our choice for high speed internet. It is the only source for true symmetrical high speed fiber. That is important to my company because we do not just download we send content all over the country to clients. And to send big, big video, photo and graphic files you need high speed fiber.
16:41 03 May 19
Switching to Hotwire has been great for my small business. They provide fast and reliable internet speeds. My employees and I have not experienced any connectivity issues since switching to them as our service provider. The customer service team has been professional and friendly during my interactions with them. That being said, I’ve barely talked with them since the service has been so exceptional. Hotwire is an excellent addition to our community and I would highly recommend their services to anyone in the area looking for fast and affordable internet.
16:16 03 May 19
Great speed, just works and no outages..
15:36 03 May 19
Hotwire has been a wonderful sponsor for the arts here in Salisbury. Their staff have always been very pleasant and professional to work with!
15:08 03 May 19
I am a big fan of Hotwire. I am just not sure why you would consider any other provider if you live in Salisbury, NC. I have Hotwire Internet and every time I do a speed test I am getting the bandwidth that I pay for. I have never had an outage. No other provider in Salisbury has the bandwidth available to its customers that Hotwire does. I have 1 Gbps service from Hotwire. The best that AT&T can do is 10 Mbps and that is over DSL which is delivered via copper wires that have been around for who knows how long. Spectrum can do "up to" 1 Gbps, but every time I ran a speed test with them before switching, I never got the bandwidth that I was paying for. Plus with Hotwire, I don't have to rent a modem. If you are a cord cutter or someone that just values blazing fast Internet that is reliable, Hotwire needs to be your provider. I attached a screen shot of my speed test. As you can see, I am getting 917 Mbps download speed. With overhead and processing delay on the interfaces, this speed is spot on for 1 Gbps.
14:02 03 May 19
I love Hotwire!! The best internet I have ever had! I stream a lot so I need fast dependable internet and Hotwire gives me that! Never any issues!
13:20 03 May 19
I love Hotwire Communications cable, phone, and internet. The changeover for me was the best thing I could have done. The internet speeds and cable are exceptional and friendly local customer services when needed. The installers were kind and the process was amazing. Thank you Hotwire.
12:24 30 Apr 19
20:46 01 Mar 19
I had a problem with customer service and wrote a review. Their social media customer care contacted me and figured out what went wrong and explained everything and solved the problem. GREAT job! Thanks
23:09 28 Jan 19
12:06 02 Jan 19
02:32 07 Dec 18
Best place to work
15:10 28 Nov 18
they are the worst company to contact about a problem I was on the phone for over an hour to try and resolve both a billing problem and a service problem and no one seems to be able to solve my problem. I will be speaking to the president of our board to try and cancel our agreement with hotwire and go back to ATT where service had been excellent
01:55 21 Nov 18
Awesome Company/ Great managment
Pedro Andres E.
17:20 13 Nov 18
Great service! No complaints, much better than expected. Thrilled with our gigabit ethernet and TV looks amazing as well.
00:35 08 Nov 18
Great tech , very helpful and concerning ! Winston helped way beyond what was expected and the internet is very fast. I would highly recommend Winston for as many installs you can get. Winston is definitely an asset to your company.
03:16 26 Oct 18
Beautiful building very professional
04:35 23 Sep 18
It was nice there
18:17 07 Sep 18
01:49 10 Aug 18
Exceptional service and fantastic customer service!
21:35 07 Aug 18
18:53 06 Aug 18
15:58 15 Jul 18
This is a cable company.
03:36 09 Jul 18
Fastest internet I have ever had in Fort Myers.
01:37 02 Jul 18
Great customer service
13:10 17 Jun 18
Solid service. Good Customer Support.
13:35 01 Jun 18
So far so good, called in yesterday for a new service and tech was here first thing today to setups the service.Good internet speed till now..Will update review if things change
00:14 05 May 18
The lady's was very nice and helpful
18:49 25 Apr 18
20:21 24 Apr 18
14:17 09 Mar 18
01:33 26 Feb 18
20:22 25 Feb 18
Jean Marc F.
00:13 15 Feb 18
18:54 28 Jan 18
Outstanding organization. So professionally run. Beautiful office building and excellent service.
12:03 28 Jan 18
They are very friendly polite and courteous and they have a great customer service Representatives
01:48 17 Jan 18
Great company who cares about their customers and delivers top notch service.
18:02 12 Jan 18
14:41 10 Jan 18
00:11 29 Dec 17
02:34 23 Dec 17
02:12 05 Dec 17
sir bangs keyboard A.
19:41 14 Nov 17
Christopher L. P.
17:39 14 Nov 17
02:17 09 Nov 17
Luis Galainena J.
21:58 25 Oct 17
Love this company. Best internet, cable TV, phone and security provider hands down. Tech and customer service are knowledgeable, polite and prompt..
02:29 18 Oct 17
Excelente lugar, es una empresa que está luchando contra viento y marea para subir los estándares actuales de calidad en la televisión que vemos y el internet que recibimos en casa
19:24 30 Sep 17
15:28 14 Sep 17
With hurricane Irma threatening Florida we evacuated from the Keys to our home on the West Coast of the state. Unfortunately a renter of our home disconnected our Hotwire account accidentally. One hour later a service lady got us re-connected. I can only thank Hotwire for the great training and help we received. Her name is Shakeya Jones and I appreciated her assistance greatly.
Luis Henry O.
16:50 18 Jul 17
Good internet location
11:57 18 Jul 17
Great place to work!!
03:43 12 Jul 17
In Bonita Springs, SWFL, they installed a complete community with a new fiber optic system. The install team for neighborhood cable was efficient and unobtrusive.The home install team did a complete job inhome neatly and rapidly, maybe 2/3 of a day.The basic internet at 100Mbps has never needed buffering for Amazon 4K movies, Netflix or VUDU.After two months, I haven't needed to call for any reason.Bravo to Hotwire. Splendid performance. Came from Comcast.
17:11 04 Jul 17
Nice big building didn't spent a lot of time here but got to see the office and the lunch area pretty nice .
19:04 30 Jun 17
I have to admit that I've had quite a few problems with my internet. But I don't think they were to blame. Lightening hit our area and knocked out our service. Then for 4 weeks, it continued to go in and out. I called multiple times (especially after having it go out in 36 hours again) and I was angry. I spoke with a couple reps who understood completely what I was going through. (Single mom with 2 kids with disabilities who need their tablets and netflix). Not only did they help me, but a very dedicated person who is sent out to fix issues, made me a priority. Owen was extremely nice and always fixed the issue. I will say that I get frustrated with the in and out, but I love how they make me a priority and always fix the problem. Thank you Matt and Owen! And thank you Hotwire!
Ikhtear Hossain B.
19:46 11 Jun 17
Telecommunication Company, nation's fastest ISP. Fastest growing company all over states. A group of professionals both experienced and young star are leading the company towards future.
22:46 09 Jun 17
Hotwire Communications on St. Clair West, is the best computer tablet and phone (used and new), place in Toronto for getting stuff fixed. I find Michael extremely knowledgeable, friendly, very professional and willing to share information. If you have problems with your technology, or need a phone, definitely visit their shop. You will thank yourself after.
14:36 09 May 17
12:53 04 May 17
13:31 25 Mar 17
I love my job!!!
23:26 20 Mar 17
19:33 05 Mar 17
Best company ever
10:46 03 Mar 17
17:06 02 Feb 17
Great service provider
12:21 30 Jan 17
22:13 23 Jan 17
18:35 19 Jan 17
11:36 15 Jun 16
The only telecommunication company in Florida that does Fiber to the home. Super happy with my gig service!!!!
20:59 23 Apr 16
13:01 13 Apr 16
My community switched over to hotwire last year. I've had 1gbps service for roughly 6 months now. I've rarely have an issue and the price is on par with Google Fiber. We've had 1 issue with cable boxes in 6 months. The box did not reboot as expected after an update, but it was very quickly remedied with a manual reboot. I've been waiting for a problem based on all the negative feedback I've seen, but nothing for me yet.EDIT: My speeds have been consistently around 880mbps-910mbps down and 57mpbs up. I pay for 1gbps/50mpbs.
14:23 05 Apr 16
My building decided to switched to fision and since then I haven't had any problems with my internet or cable. It's a wonderful service with awesome customer service!! I'm very satisfied 🙂
00:15 06 Mar 16
amazing customer service .. the best in the bussiness
14:10 20 May 15
Service is very reliable and I recommend it.
00:42 23 Sep 14
03:32 12 Jun 14
Going beyond the limits @@###
01:12 16 Mar 14
20:58 14 Jan 21
The ONLY reason that Hotwire is getting a high review and if i am honest, keeping my business is due to two people at the office in Salisbury. Their names are Shenoah and Lori (sp). Hotwire has been double charging our account every month and letting one sit in our account pending for a week. I have yet to get a supervisor on the phone. The customer service supervisors have been "unavailable" everytime i have called and will not call me back. Terrible way to run a business and handle your customers. Shenoah and Lori in Salisbury are their saving graces. My problem was handled quickly with them.Thank you to them both. No thanks to the supervisors of the customer line.
02:41 18 Dec 20
My account manager, Kerline, was so accommodating to all my requests when it came to scheduling our install. Not only that, she was super helpful in answering all my questions.
21:56 01 Dec 20
Manager fixed the original issue next day by sending a technician the following day after they messed up original install date
20:04 01 Dec 20
I havent gotten great CS during the pandemic - yesterday i called and was on hold for an hour before I hung up. Before then I sent an email in on 11/18 and had yet to receive a response. Luckily i found an email address and wrote in again. Fernando Perez responded quickly and solved my issue immediately - and circled back to me to confirm. It seems that they are lucky to have him because I had no faith in their customer service until i spoke to him. Thanks Fernando!
09:33 17 Nov 20
Our building representative and customer service is fairy good, just make sure before a tech comes out that you won’t be billed for a trip charge. Take a picture if there is a billing issue. Tech services are scheduled pretty fast!
15:39 16 Oct 20
I just want to let you how pleased I am with your rep. Veronica Anthony | Property Support Specialist. I had an issue with a billing dispute and she handled it quickly and was able to resolve it in my favor. She was extremely professional. Thank you for your excellent customer service.
02:38 29 Sep 20
15:58 28 Sep 20
Your employee, Fernando Perez, has the patience of a saint.His assuring manner, knowledge and problem solving are attributesthat clearly indicate Hotwire has a WINNERThanks Fernando
16:32 10 Sep 20
Fernando Perez, accountant Manager is very professional and efficient! Hotwire should be proud to have a manager that is really Proactive and make clients satisfied.
00:43 27 Aug 20
4/5 Stars only because of the communication issues I experienced during the installation coordination. Tory the technician was very helpful and polite as is Cedro (our new account manager) to help expedite any issues down the road. Thank you for reaching out and apologizing for the inconveniences.
20:13 25 Aug 20
I had to call Hotwire 4 times to resolve my problem. First my internet didn't work than the phone. The gentleman who came out told me the phone would work in 24hours and it didn't Called again and Kellyese was very helpful to get my problem fixed. So after a week I have everything working.
21:46 29 Jun 20
Overall a good experience of 2 years with Hotwire. Had a pretty big problem when the condo building re-negotiated their contract and all of our billing was absolutely gutted and changed. At first, I had trouble explaining to their phone reps what I wanted to change, however their service has gotten better.Most importantly it was a pleasure to speak with Jackie and handle disconnection at the end of my lease!
01:03 19 May 20
Emmet Frank was very nice, knowledgeable and patient. Was able to explain to me step by step the equipment that the technicians have installed last Friday, and how to get to different channels also, how to record programs that I miss and want to view. I am very pleased with Emmet and would like to thank him for the help he gave me.
16:47 24 Apr 20
In dealing with HotWire was somewhat difficult and I couldn't get the answers I was looking for until Cedro Morales got involved.I was more than happy dealing with Cedro and he helped out perfectly and either solved issues or pointed me in the proper that were related to not HotWire issues. It was a pleasure dealing with him...
03:11 16 Oct 19
17:26 12 Jun 19
15:49 04 May 19
Hotwire provides great internet, and has also made a great effort to be a part of the Salisbury community since they moved here last year.
19:02 18 Apr 19
Nestorsculptures , Art and L.
13:14 22 Aug 18
10:41 21 Jun 18
Ikhtear Hossain B.
01:38 20 May 18
Nation's fastest isp by Netflix for two consecutive years. Local facilities in old US 41 on rail head blvd. Providing IPTV service to the HOA with a group of high level, motivated and skilled professional.
00:32 13 Feb 18
14:28 10 Jan 18
08:56 01 Sep 16
13:07 09 Feb 21
The service is great .... when it works. We lost service for a day last week but they identified as a community service issue and it was fixed that day.We lost service again yesterday morning together with neighbors and several other people in our community, but Hotwire told me they won’t have a technician until Thursday. I told them to please try to send someone sooner- I am working from home and depend on the internet, but all I got was “they will try”. Some of my neighbors were lucky and were promised an appointment for today. Hotwire won’t acknowledge that this is an issue within the community despite the fact that multiple neighbors lost service at the same time and my request to please talk to a supervisor wasn’t granted either.
20:06 07 Dec 20
Disgraceful customer service. It is necessary to call multiple times to resolve an issue.
18:41 01 Dec 20
Good TV channel selection BUT...1. Their DVR can be a little temperamental. It tends to freeze up. It says TV it's recording and it won't let you out. You...
06:16 01 Dec 20
I have had some good experiences with your customer service when our community changed over to Hotwire. Unfortunately, those good experiences are getting forgotten by not so good ones. I know it is after midnight, but you should not advertise 24 hour customer service when no one answers or responds to offer assistance. Some of us do work late shifts & my internet has been down. I have been trying to reach someone there for over an hour.
20:40 13 Nov 20
I had been experiencing intermittent cable TV outages all week capped off yesterday with no internet or TV at all. I attempted to troubleshoot myself for an hour by resetting the modem and router to no avail. I called hot wire and spent 45 minutes on hold only to be told that there was an outage in my area. Turns out this was a significant outage impacting many customers. The outage was resolved relatively quickly in approximately 36 hours, well done.GREAT tech support from Stan! He was able to walk assist me in definitively determining that I was part of the outage. Also positive interactions with CSR regarding when services would be restored.So constructive feedback consider using your portal as a method of communication. Post the outage list on the portal and update as outages are resolved. Use push text notifications to your customers and other 21st century tools to communicate. Taking these steps will keep customers informed and allow you to better manage resources in managing outages.Thanks for your thoughtful response Grant. Just downloaded the app looks promising. I spoke to 4 customer service representatives. One mentioned the app as a tool for mobile viewing not as an tool to monitor outages. So good to know.
12:39 10 Nov 20
16:30 28 Oct 20
1. From the beginning the prices are very high if you compare with other provider like AT&T. 2. I had an appointment to install the service but the technician didn’t come at that time and when I call them they change the schedule without any advise!
14:46 17 Oct 20
Jerry is the Hotwire representative in our community. He has saved the day on numerous occasions for us and Jerry is not only knowledgeable but readily available with his friendly help.
17:09 27 Sep 20
Many problems with the internet
19:28 29 Jul 20
I had HC almost 5 years ago while I lived in Miami. Today, I get an email saying my service has been discontinued and I owe $250 for unreturned equipment. First of all, I haven’t had there service in over 4 years. So they obviously never closed my account and let the next tenant use my account. Secondly, 4 years later. Of course I don’t have documentation saying I returned my equipment; it’s been 4 years. Absolutely ridiculous.UPDATE:Eric and Justin quickly reached out to me to resolve the issue. I appreciate their timeliness and understanding. However, I can only bump my review up to 3 stars since this should have never happened.
22:41 04 Jun 20
I usually don’t take to time to write reviews or comment on my experiences with specific companies. Today, I felt compelled to tell my story. I am new to a community just northwest of Atlanta. Most of the major communication companies do not service or partially services my address. Anyway, I established internet services with Hotwire (no problem there!). It was a smooth installation. The problem began when I decided to add home phone service. As of today, I have been waiting for 7 days to have my phone activated. The technician appointment was rather timely but then all the trouble started. Each phone number they wanted to assign was invalid (2 numbers). Then, the 3rd was assigned but I was told the Voice/Tech department had to activate my line remotely and give me my phone number. I was also advised that it could take 24 hours. Then, told to wait about 2-3 hours….but, wait! Again, I was told to wait 24 hours. I have talked to 5 different reps on 4 different days trying to get my phone activated. I will say that all of the reps I spoke to were very nice and did their best to alert, send emails, and get my issue resolved. Unfortunately, the results are the same. I was informed that the company recently migrated to a new system and was having come issues and backlogged. Uh, I think they should have told me the first day I inquired about the service. At least I would have known what to expect-a delay. At this point, I have lost all confidence in Hotwire to activate my phone service. Hotwire has lost credibility. In addition, they appear incompetent. I have wasted hours calling, being placed on hold, and waiting for a rep to answer the phone to end up in the same place as I started-no phone service. There is definitely a disconnect in their process. It’s very disappointing. At this point, I’m choosing to cancel my order and seek phone service somewhere else. I have wasted enough of my time. Good job Hotwire!6/4/2020-***UPDATE***This is an update to my previous post regarding my experience with Hotwire Communications. After my post and cancelling my request for phone service, the accounts manager, Korry Robinson called me to discuss what transpired. He apologized and explained why the process did not go as smoothly as expected. To avoid any more delays that he advised that he would be handling the situation if I still desired to obtain phone service. He made some calls and reach out to the appropriate teams to expedite the phone activation. He was prompt in his follow-up and informing me of where the team was in the process. To ensure that all bases were covered, he dispatched a technician to check the phone line in my home. I am happy to say that I have a working phone now. I know things happen but this is the type of customer service that is worth mentioning. Korry, thank you for going the extra mile and keeping the communication lines open to get this issue resolved. For now, I have added another star to the rating.
21:32 20 Feb 20
Terrible communication while trying to set up a date for upgrading in our community. Talked to 6 persons via phone, 2 persons in clubhouse. Phone persons all say they will look into it and get back. They never do. We told everyone the date we are leaving so they scheduled us for the day after we leave. Brilliant! One rep gave us a date and when no one showed up, we were told it was never scheduled. The right hand doesn’t know what the left hand is doing!
18:49 04 Feb 20
14:30 17 Jan 20
Edit: Change from 2 stars to 3. Hotwire saw this post and response here offered to make right. Would be 4 stars except when I emailed with all my info, nobody ever responded and when I called they had no idea who grant was and no record of my email. BUT once we sorted it all out they sent ‘Caesar’ and he was 100% professional and personable. (Better take care of him Hotwire!) He was in and out in 15 minutes and even gave me a free internet switch since my Google router only had 1 lan port)(Original review). My new development offers Hotwire's discounted bundled package of internet/cable for residents at $55, but the cable is LIMITED basic cable...its like 5 channels with local & Spanish channels. $49.99 extra to upgrade to basic digital. No thanks. Internet is fiber and HAS been very fast, so for $55 bucks, its worth it but Hotwire needs to get with the times and offer a streaming and or a la carte package. (They also try to get you to but their router for $150. The same router is on Amazon for that and its a newer gen so not likely you can utilize all features. Could get a blazing fast router for less....I did the Netgear RAX40 for 129)#2 Service. CSR via phone has been quick, friendly and receptive each time. The tech is another story. I get the loud Caribbean guy who comes to my door and when I answer, is talking on his cell, totally ignores me and keeps chatting for the first few minutes... clearly a personal call!Then I find out, I can’t have router and modem installed downstairs by the TV, near the gaming system and Roku that we prefer hardwired to router.No, this community did some 1999 wiring so that I can only put cable box downstairs and the modem is an old Nokia G-240G-A Optical Network Terminal pre-installed in the MASTER BEDROOM CLOSET. I’ll have no choice but to put router upstairs and won’t be able to direct LAN anything. WTF?So I’m initially trying to understand my options here and the tech is rolling his eyes at me and interrupting me. 10 minutes later, he’s on phone with what sounds like another tech who can’t figure out what he’s doing at his site, so he’s trying to walk him through it. 10 minutes after this, the tech leaves for 10 minutes. When he comes back, his phone is on speaker and he’s on hold with Hotwire for another 10 minutes. He’s telling rep Porscha that my location is wired for some ‘VIP wire’ and needs Ernesto. He’s on a second phone trying to call someone while rep is walking him through something else. Ernesto calls back and they are switching tickets and Ernesto thanking him for getting his back. Then he’s chit chatting with Porscha again and flat out cursing while I’m 5 feet away.Whatever. I got the router set up myself to get him out of here, then I packed the cable box and remote right back in the bag till I move out. I'll take the fiber internet, and gimme back my Sling/Roku.
13:25 02 Jan 20
I called to setup service the other night, but was told that because my property is new, I needed to speak to a different department. They tried to transfer me to the other department, but returned to tell me that department closes at 7pm. So I call back the next day after work, a little bit after 6pm, only for the rep to tell me that the department I needed to speak to closes at 6pm. I asked the rep if they could just schedule the setup for me. They said that they could not, and that it would be beneficial for me to wait, because the other department (launch concierge?) offers discounts and savings that his department could not offer; that in the long run, it would be beneficial for me to wait. The next day I call back and speak to the launch concierge, only to be informed that there are no special discounts and that we could not get setup the same day. If the reps don't know what time their departments close, what discounts are applicable and when setups are available, what are they there for? I also don't understand why they need a completely separate department to schedule an appointment. It's literally taking down name, address, and availability.Edit: added a star because install tech was helpful and friendly. So far the internet works well.
Bobby Haddix J.
01:57 24 May 19
Kevin & Cynthia K.
01:20 26 Mar 19
Glad I've read these reviews prior to our community considering switching our current service provider. Doesn't sound like the type of customer service we need especially with a long term contract.
02:35 08 Feb 19
On 1/22/19 I called Hotwire Communications to schedule internet hookup at my new apartment. During that call it got disconnected with no attempt made by the representative to call me back. I called a second time and got my hookup scheduled for 2/4/19. My move in date was 1/26/19. I would’ve liked to have had it sooner but was told that was the earliest option. The scheduled time was 1-3pm on the 4th. I left work so I could accommodate the service technician. They never came. I called and was told the installation was actually scheduled for March 6th. The phone representative was apologetic and called to get more information. This call also accidentally disconnected. I called again to confirm the same. The second representative got me in touch with the first who let me know the service technician’s supervisor wasn’t available and that I could not speak with his supervisor. The next available installation date was 2/13/19. I explained this was unacceptable to place me back in rotation after this error occurred. She said she’d pass the message along to the technician’s supervisor.Here’s the problem with Hotwire Communications. They have a contract with my building and get paid out of my monies whether or not I choose to do business with them. As a result, they have exactly ZERO motivation or concern to serve their clients at this building or any other in which this arrangement exists. I would gladly pay more to a competitor if I wasn’t forced to pay them through my rental agreement. I plan to take my personal time to end this agreement with my building as quickly as possible. The other reviews here speak volumes. I have nothing against the people of Hotwire Communications. The problem lies in their business structure and organization, as well as the legal contracts in place that allow them to neglect clients while being paid anyway. Imagine if you could get paid for your job but not have to do it. Would you ever go to work? What do you think is human nature suggests?02/07/2019 Update: I was able to obtain a call from a supervisor that evening who was very apologetic for how I had been treated. It sounded sincere and they diverted a technician to my place the next morning who installed my services. The fact that an effort was made to right the wrong made a lot of difference. It should have been done the right time, but I feel it is justified to increase my rating from one star to three.
03:09 15 Jun 18
20:11 29 Jan 17
21:46 26 Aug 16
I usually dont write reviews, however this company has pushed me to put "ink to paper". All I have to say is Hotwire has made me question my condo lease time and time over. For some reason they have a monopoly on the building I live in... I miss comcast !!!
15:50 16 Jan 16
Our homeowner's association switch to Hotwire. I'm sure they did it thinking we would be getting more for our money, but there are a few things they probably didn't know that people should know before switching. First, we lose service at least once a week. This sometimes can be fixed by re-booting the system. Sometimes it takes hours for the service to come on again. It is annoying when it happens during a special event or sports event.The options we have On Demand are not as good as we had with Comcast. Hotwire's On Demand doesn't have CBS. We can't find many of the shows we had on Comcast. We have supplemented our Hotwire service with Netflex and Hulu to get shows not available through Hotwire's On Demand. This takes away from the savings we are getting from the switch.The wireless internet router they supply is weak. We don't get WiFi throughout our home. (Only 1500 sq.ft.) and don't' get WiFi at all out on the lanai or garage.Ask the questions and weigh what is important to you before making the choice to switch.
17:37 14 Jan 15
12:32 13 Feb 21
Internet out over two hours, technical support will not answer the phone
00:13 29 Jan 21
Trash ! would not recommend
18:49 21 Jan 21
Hotwire Internet and TV services were installed in my community in January 2021. A day after installation, I called Customer Service because I was having issues connecting to Netflix and other programs. They CS rep wanted to charge me a fee to have a tech come to my house to fix. I said absolutely not as the service was just installed. A neighbor showed me how to fix. Since installation, my community has lost Hotwire video twice. Called CS again to say I lost my internet connection and asked for help getting it back. The first rep said "not our business, call your internet provider". Called another Hotwire rep and got Careena (sp?) who walked me through the steps to restore. Kudos to her. Lastly, I had an appointment for the installation of voice (land line) between 11:00 am and 1:00pm Called Customer Support at 1:30 to find out where they were? Said service tech should be there by 2:00. That's one hour late without a heads-up from the service person. In all I would give Hotwire a 4 on a scale of 1 to 10. Never and I mean NEVER had any problems with Comcast.
02:26 04 Jan 21
HOA has a 10 year contract with Hotwire Communications which includes a large selection of digital channels, HD service, 2 "cable boxes", "full" HBO and Showtime included, DVR and 100 megabit internet. This is all part of our monthly HOA fees. You can get add-ons-- like extra cable boxes, more channels. higher internet speed, etc. I did get some addons which total right at an extra 110 per month. I do EFTs directly from my bank account into my Hotwire billing when I get my monthly billing statement. Pretty standard stuff until---- I get a notice in the mail for overdue statement and I will be 'cut off' within the next 4 days unless I 'handle it'. Concerning to say the least, since I am a remote IT worker and my base internet etc is already handled in my monthly HOA fees.Also, I noted that when checking my EFT transfers the usual transfer had taken place in early December, the Hotwire account info has not changed and I had already scheduled the next payment to happen this week. So, for whatever reason Hotwire sent the threatening cutoff notice (even though customer service confirmed they had in fact gotten the Dec transfer.I will be cancelling all my 'extras' this week and from now on will put that $1200 per year to better use. After all, my base service is already included in my monthly HOA fees which are paid separately so I won't have to deal with whatever issues Hotwire is having with their monthly billing. I am also going to inform the HOA board at the next meeting so they can use this sort of thing for consideration once the contract renewal comes up.
16:44 19 Aug 20
14:58 11 Jun 20
The phone technology they use is fine, but their wait time for taking phone calls is consistently untenable. As a technology company, if they are not able to promptly answer phone calls, the least they can do is provide a web based method for reporting out of service conditions.
19:25 02 Jun 20
We were in the process of the equipment returning for a month! The technician picked up the WI fi box and the company didn't get it for more than a week. I called several times and they couldn't even track this box. After they received it thru couldn't tell what equipment exactly they received and what didn't.Customer service promised to call me back and they didn't, they received the equipment and they didn't even confirm it so I had to call several times to check if they got it. Representatives are trying to help but there is such a mess in this company!
01:24 24 May 20
Neudis Alejandro C.
16:51 04 Mar 20
Internet súper lento, se cae constantemente, toma demasiado tiempo en tener asistencia técnica
22:12 02 Mar 20
Haven't had issues with the internet or television, but watch their billing department. They had me down for signing a contract when I didn't. They finally realized their mistake, and I was already told TWICE that the issue was handled. However, every time I log on to my account, they say I owe money. Not happy with the multiple phone calls this has taken to get resolved.
00:22 03 Feb 20
21:01 13 Dec 19
Their communication and customer service is horrible. I was hung up on twice and was forced to reschedule an appointment because of the technicians' laziness. To top it off, I haven't started the service yet. They have to do better, I should have stuck with xfinity.
19:53 29 Oct 19
Sean from hotwire is the best
13:58 22 Oct 19
If I could do zero stars I would. I have been trying since JULY to get my refund on a payment I accidentally made to an old account through online banking. I called 5 times and still nothing. They acknowledge I'm owed money but no one has cut a checkUPDATE 10/22I have just received the check I was owed. Its disappointing that I had to do a poor Google review to get this resolved. There needs to be better internal training so that people can escalate and fix problems similar to this without having to use social media to resolve.
17:04 05 Jun 19
A Genorous 2, should be 1-1/2.CLOWN SHOES, see the remarks review on Fishion'. Waiting for contract to expire.
18:14 04 Jun 19
Wife and I were less than impressed with Hotwire internet and so we decided to try another service. My complaint is that when we cancelled Hotwire, we had just a few days earlier paid for the next month of service, and still had a few days of prepaid service due to us in the then-current month. Four months and two very trying phone calls later, we are still awaiting a refund for the service we paid for but did not get.
21:54 31 Jan 19
14:28 07 Nov 18
I live in a community with dozens of Hotwire customers. Hotwire advertises their extensive network of fiber optic cable. We've asked for that many times but still have the outdated technology.
13:27 23 Jan 17
Tech try really hard to please but are poorly trained. We're newbies but already our internet went down & we had to call & then 2 technicians came out. Internet service is fine when working same speed as Comcast who had the worst customer service on the planet.
11:25 07 Mar 21
They do a very poor job of communicating with customers. We had an appointment set for installationon 3/6/21 and the tech didn't show up in the 2 bour window. I called customer service and was told my appointment was. rescheduled 3 days later without notifying me. When I asked why the agent could not tell me until I pressed her for a. answer and she admitted they are short staffed with field service techs. If my Condo Association didnt have an exclusive contract I would take my business elsewhere. I would Never reccomend this company because they don't keep their word.
20:11 06 Mar 21
Not good...at all.Forced upon neighborhood.Need Comcast back
15:43 06 Mar 21
Worst cable/fiberoptic company on the planet! Do NOT allow your HOA to even suggest this company to you and your community. It is painfully obvious after reading some glowing reviews on their own website that they were all written by property managers and NOT actual residents. Property manager's pockets must benefit by selecting this company. Fiberoptics makes absolutely no difference in the quality of television viewing, internet runs at a snails pace and wifi is weak. Even worse then that - they are notorious for huge billing errors! Continually over billing by hundreds of dollars a month. In their contract we all were to get voice remotes which had to have been manufactured by Mattel. Long, skinny does not recognize voice commands and does not have a back light making it useless when watching TV at night in bed. No cable company we have ever had has sent us a letter such as this!
19:08 05 Mar 21
Service goes out very often for long periods of time.
21:26 03 Mar 21
If it was posssible to give negative stars, i would. In beginning of December 2020, I contacted Hotwire to put me in a new bundle service plan to replace the bundle plan that had expired after one year of contract in the new community we moved in at Enclave at Boca Dunes. They confirmed and even came and installed a new home phone line. Since then, I kept on getting incorrect bills with no credit given for the bundle, all services being charged separately. Made a huge difference on the bill. After 3 months of calling in and being promised that it will be taken care of, the Hotwire Rep. today admitted that I was lied to. Hotwire does not allow us to get into any bundle package after the initial one year promo package expires. How is this possible in 2021? They are trying to squeeze us because the builder gave them a monopoly contract for the community. Cannot wait for HOA turnover to throw out Hotwire from the community.
14:15 03 Mar 21
I moved in on the 27th and have been requesting a technician to come to connect my internet. The only availability I was offered for a technician to come and connect the internet was today (Wednesday 3/3) from 2 PM to 4 PM. I work remotely and my job and business depend 100% on the internet. I got a call this morning to have my appointment rescheduled to 6 PM to 8 PM after I have cancelled my meetings to accommodate. I am extremely disappointed by this service and considering reporting this business to BBB. The building I moved to is only contracted with hotwire, and getting another option is not an alternative. In addition to all the hassle, Hotwire costs twice as much for the same internet as 1000.
23:42 26 Feb 21
Made a billing error, promised to fix the mistake already twice, and 2 months later still cannot get it corrected. Customer service person was horrible and aggressive, did not find the record of the issue and kept repeating: "this is not my mistake" while representing the company. To be fair the second person was much more competent after i hung up. But the first one is the one who made me write this review. I would fire her
15:59 25 Feb 21
Its shocking what i have experienced with this cable & wifi company and the costumer service gets worst every single day. They barely have staff available in the Miami area and i was re-scheduled 2 times (last minute & the first time they didn’t even call to let me know nobody was coming) for my installation and had to wait over a week after i moved in to my new apartment for them to install my internet, when prior to that i had an appointment set up for more than a month in advanced, later not even a few days after the installation my internet stopped working at all and they’ve YET to fix it (i am currently still with no internet for days), I sometimes work for home and it puts my job at risk, so if you work from home i do NOT recommend this company at all, because even when I explained to them i work from home and i could get fired so i needed the wifi fixed ASAP they did not care at all. Its sad the service does not meet the expectations because i pay a very high price for my internet to be one of the best ones out there.
22:30 23 Feb 21
It’s a dam shame that a person has to be on hold for hours to resolve an issue at no fault of their own. The staff is nice nasty. Tell you they can’t help and transfer you over and over again. Then tell you that the department you are typing to reach is close at this time please call back tomorrow. I would never recommend anyone to get this service. It was not my decision to have them but have to make sure my sister credit doesn’t get messed up with this foolishness.
15:29 20 Feb 21
20:17 19 Feb 21
3 weeks waiting for the technician, I cry, almost have a heart attack, but they font care at all. I work in a company that rents apartments for vacations, every time something doesn't work in a unit, cable or internet, and I call a technician, they come knock and if there is no one they leave. It's obvious people are on vacation are supposed to call me 10 minutes before, but they don't I find it inhuman to stand for 2 hours at the door waiting for them, since people who come on vacation will not allow me to come in and stay with them or in their unit to wait for the technicians. I have spent 3 terrible weeks, of disagreement, that they do not listen to me. I have spent 2 hours in a lobby watching elevators, and even so they arrived without what I needed optical fiber. Call any number and not the one I ask for, I never saw or experienced anything similar the cable and internet service is very good, but, the technicians are a terror, they have no consideration for anything.
16:16 19 Feb 21
Scheduled this instalation two weeks out asked for a day off from work, the "technician" came out at the appointment time 8am-11am(8:15arrival). I saw the Hotwire utility van pull in my driveway and leave 5 minutes after arriving they NEVER MADE CONTACT OR STEPPED OUTSIDE THE VAN?!! No call no email no text of any issue,giving them the benefit of doubt i wait until 10:30 for them to them me there was an issue with my breaker? They will contact to RS once they fix the problem?And we all know how those call backs go. Lesson Learned back to spectrum i go 🙁 and i was really excited to try them out.
16:43 17 Feb 21
This company is a straight up joke. If you are in a building that has them, get anyone else. Literally COMCAST was better then them, and these positive reviews are all fake. It's clear they are written by the same person, they all follow a pattern- naming employees by name and the community in which these people supposedly live, and many mention a previous issue with the company that was resolved.
13:16 16 Feb 21
My personal experience has been awful. Unfortunately the fastest speed in Timothy Landing offered is Internet15. So, not only if the internet slow they don't do weekends or set appointments after 5pm. They have made promises to me about correcting my service and getting me up and running with no shows or telling me I was not on the schedule. I feel after calling everyday since my original installation they would be more willing to make it better. I've already gotten my first bill and have had no internet since it was installed. Still trying to get service at my home.
16:02 05 Feb 21
I’ve been calling since MONDAY, trying to get internet service. I was transferred several times, didn’t report the representative that transferred me after I asked for his name because of the way he was talking to me. I spoke with someone Tuesday and she told me I have to wait 72 hours for a response. My landlord told me I have to send over a copy of my lease agreement. I did that, and proceeded to call the next day to speak with someone in regards to that. They told me because of my area code they would have to get a representative to call me back in the area I’m in, and I should receive a call pretty quickly. Well it’s Friday, I still don’t have internet or an appointment, or call back. And I’ve been calling for the past hour and a half. Of course no answer. When someone calls back, make sure it’s a manager!
Alpha Combat G.
00:13 05 Feb 21
Worst company I have ever worked with !Don’t bother, you’ll be paying for service you aren’t receiving.They have the worst WiFi you can imagine !The WORST!And even worse customer service, management and technical Support .
22:10 03 Feb 21
Terrible communication in every way. I like the product but don't care for the company.
Nana Aba A.
19:46 28 Jan 21
17:29 27 Jan 21
Absolutely Terrible Company. If your apartment complex is in an exclusive deal with this company, run away and don't look back.
18:25 19 Jan 21
I HAVE CALLED 9 TIMES TO TRY AND GET HOME SECURITY SET UP. NO CALL BACKS. WORST COMPANY GUESS THEY DONT LIKE NEW BUSINESS
13:36 19 Jan 21
This company cannot even handle the simple task of setting up a recurring transaction. Not a single attempted/denied charge was made to my card from Hotwire, yet they had the card on file for the last 12 months. They will look to squeeze every last drop of money they can from you. I cancelled my account in early December, they call me in January telling me I haven’t payed for January ....
Anthony Scuderi Jr. CLU C.
19:12 18 Jan 21
So far my experience with them has been a nightmare. We had Xfinity and DirecTV for years and never had an experience like this. In the home a full 35 days and still have no phone and super slow internet. 10 calls later and hours on the phone and it is still unresolved. They promise calls back and a full resolution to the problem to no avail. Even when I call up to check on the progress of things, I get all different answers. Just spoke to a nice young woman Rachel who scheduled a Saturday appointment to resolve both issues. I am fully expecting a credit for what they have put us through. I will update the rating once the problems are resolved and a substantial credit is provided. Let's hope!
23:58 14 Jan 21
20:36 04 Jan 21
TERRIBLE COMPANY. INTERNET IS WEAK AND IS CONSIDERED PEANUTS COMPARED TO OTHER INTERNET PROVIDERS. After having an appointment today, the guy checked into my building and never showed up too my room. Frustrated, I called hotwire to figure out what happened. Currently been on hold for over 40min and been told that nobody was suppose to come to me. UNPROFESSIONAL SCREW YOU GUYS HOPE YOU LOSE EVERYTHING
16:47 01 Jan 21
If I could I would rate Hotwire communications a -5(negative 5). The internet, TV, phone CONSTANTLY goes out. I will never recommend hotwire to anyone.
15:14 31 Dec 20
it is the worst service I ever had. They did an upgrade to my internet and now the internet is not working, I just called hotwire customer services and they have me waiting for an hour and nobody attends to me, I need that somebody solve the problem. Bad customer service, the worst, I guess
13:48 30 Dec 20
Hotwire has terrible customer service and technology. The cut deals with HOA's and fail to deliver. Our internet constantly shuts down and every time we call they tell us to reboot the router, they don't fix the problem. Yesterday a technician told us that our Netgear is not compatible.
23:15 24 Dec 20
STOPPED WORKING THREE DAYS AFTER INSTALLATION. I BEG YOU TO FIND ANOTHER COMPANY.no one to answer calls. customer care line hangs up on you and gives you NO option to talk to a single person. my family is beyond saddened that we can no longer do our family traditions of christmas music and movies on CHRISTMAS EVE. not a single person workin on this. i as a woman, am ashamed that this is a woman led company.i would also like to say before this company says i’m not in their database, as my mother is. and she 100% shares my opinions. please don’t try to invalidate me as it appears you have tried to do to others.WORST INTERNET PROVIDER EVER.
09:54 24 Dec 20
Two tech appointments. Zero results. Maybe after Christmas........or New Years.
23:55 22 Dec 20
Very disappointed in the service or lack of! The internet/phone/cable has been out since 11 am this morning. This is unacceptable considering the fact that many of us are working from home and need dependable internet service. Aside from that, there is absolutely no contact available to speak to a live person to get any updates and the Live Chat Customer Support has no information about when the issue will be resolved. If that is not fustrating enough, according to the Live Chat rep, Hotwire is not willing to credit the bill for not having service all day! I wish Coral Springs offered more reputable internet companies, like Comcast, who not only have a live person to handle your concerns, but they compensate you for disruption in services!Very disappointed with Hotwire's service!
Julian Di M.
18:20 22 Dec 20
Worse customer service ever. Worse experience ever. Run away. They miss appointments and show up 6 hour late and leave because the technician "couldn't find parking" LIES. They are unorganized. Unable to answer questions or don't have access to information. They hang up the phone on you. I've spent 4+ hours on the phone with them and been trying to get internet setup for days.This company is a joke, unprofessionable, unreliable, and will only waste your time.
19:16 16 Dec 20
The most horrible customer service experience. Can literally, be on hold for an hour listening to terrible music. When someone does answer, they generally are not helpful. Hope they can get their act together, because when the internet is working its quite good.
17:21 15 Dec 20
The worst service on earth ! Avoid at any cost!!
22:24 09 Dec 20
Horrible service. Waited 3 weeks to have a tech come set up Internet. Had appointment scheduled for 10-12 window and tech never showed up. Kept getting the run around all day saying that tech was 20 mins away or that he’ll be there in the next hour. Wasted my entire day and still no Internet. Unfortunately I am stuck with this unprofessional and lousy company because they are the only internet company allowed to service my building. I would never voluntarily use this company!
14:36 05 Dec 20
They told us they would be at the house between 10 and 12 o’clock but we waited six hours and no one ever came. They wasted my whole day.
01:06 05 Dec 20
Always a problem. Everyday there is a Hotwire technician’s truck at the building. Interrupted, hiccuping television, unreliable internet. Life is too short to waste time weekly resetting your boxes and waiting for technicians. Even the menus interface is cumbersome to use. We spent three hours on hold one night to get a call back at 3am. If the building wasn’t contracted with this company we would have cancelled a long time ago.
16:08 27 Nov 20
THE WORST COMPANY ON THE PLANET. NO Service and no one can help .hooked up internet in my bedroom, it is dangerous with smells and wires and boxes. The worst thing is that they HAVE NO ONE to HELP. I know of a man who died trying to hook up his system. THIS IS A SHAM COMPANY
16:46 25 Nov 20
This is not a consumer friendly company. We are having a periodic problem with one of the tv boxes in our home and Hotwire will not replace the box to that tv set until a technician comes out and states that it is the box that is the problem. So now we have to wait until the tv box fails again (which it did 6 days ago and 2 days ago as well as today) and then we will not have any tv service until one of their technicians can be scheduled to look at the box.. This problem has been going on for several months. Seems like Hotwire is competing with our prior carrier, Comcast, for the least consumer friendly company!
12:26 21 Nov 20
Terrible service, multiple billing problems.... very disappointed our association changed cable providers.
10:44 19 Nov 20
Late on answering phone, if at all. Tech support poorly trained
20:36 16 Nov 20
terrible customer service; sat on hold for more than an hour. Business internet is down which means phone lines are down; I will be switching services ASAP; now with Spectrum and could not be happier!!
16:21 16 Nov 20
I recently called to find out why “Grit” was no longer available to me. We subscribe to Dish through our HOA and the package that was supplied includes Grit.My first call I was told that Dish periodically adds/subtracts programs at their discretion. So therefore not a Hotwire problem. So I contacted Dish directly and was told that Dish doesn’t “periodically” change their package lineups. Back to HotwireMy second call, after a long wait for an answer on why Grit has been removed, the call mysteriously dis connected.My third call, I was helped by a gentleman who asked for my equipment ID numbers, put me on hold and came back (after another lengthy wait) and told me that the channel would be restored in fifteen minutes. That was two and a half hours ago.It appears that Hotwire is clueless on how to handle technical matters.
19:17 11 Nov 20
My CAC C.
17:22 10 Nov 20
There are many providers for TV and internet service; however, the technicians do not know or understand how to program a remote when you have a Smart TV. I would not recommend this company to anyone. Customer service is lacking, pick up from their store, your remote control, and no follow-up after techs have been to your home, to finish the remote instructions. I'm still using 2 remotes after 2 months.
21:40 09 Nov 20
Do not trust this website. Looking for a rental car online at hotwire Says $18 A-day 33 after taxes or different car for 20 but get cheaper prices on the app download the app so I do that and the same cars $19a day 34 after tax??? False advertising do not get the app! It is cheaper online!!
22:03 05 Nov 20
Same complaint as most of the 1 star reviews: no show for appointment that was made 7 days in advance. When I called they said my appointment was changed the day before from 2-4 to 6-8. No one notified me. The representatives were not solution oriented and non-apologetic.The tech came and was professional. He said they needed to come back another day, and I would be called the next day to confirm. I received no call.I called hotwire and was told they had scheduled an appointment for me the next day from 4-6. No one called to confirm. That time is not possible for me, and they said they would call me back. It has been over 2 hours, and I seriously doubt they will follow up.Hotwire is an absolute mess. I absolutely hate dealing with them. They are polite, but screw everything up. They even managed to change my name on the account, making my last name the same as my first. A true comedy of errors.
ALLEN . A.
14:55 01 Nov 20
terrible service. called saturday several times and not once did they answer. PLEASE hotwire, honor your offer.
21:56 31 Oct 20
This is the worst cable provider ever. I have had to endure them in two communities I have lived. Currently, I have no service AGAIN. They send “in home” people to fix an outdoor fiber issue even when they know, or should based on multiple open tickets, that it’s not a modem or internal issue. They promise to come, then don’t. They promise to call, then don’t. They promise to fix, then don’t. I may move from this community just to have a reliable provider as I am working from home, like many, and can not afford to have the internet down. If I could give negative stars I would.
Ann Marie A.
20:48 31 Oct 20
Horrible! On hold for two plus hours now. I wouldn't recommend them to any community!
00:16 30 Oct 20
I would Never recommend anyone to use this service ever. I never Heard of this company until now but my hoa comes with free internet and cable from only this company so I reached out to use them. I let Them know that My phone service provider gets no reception in my community and I work From home is there any way to get internet and cable installed ASAP. They told me it would take 7 days to get anything installed because all the techs are unavailable but to keep calling and reaching out everyday to try and get it moved up sooner. I called Everyday to get it moved up sooner and not only did the not come out any of those days the 7 day where I was Suppose to get service installed they told me they needed to re schedule to a later time. I used every major service of cable and internet and never heard of this! Complete joke
Mrs Lovely O.
17:16 27 Oct 20
This my first time using Hotwire communications and I can say based on the installation I'm not pleased. I was scheduled for installation for today 10/27/20 between the hours of 10-12. Someone called me about 10'ish saying that tech was running behind and he will be there closer to 12, okay thats fine I'll be here. 12 rolls around no-show and no call. So I call at 12 and the rep says that she's showing my appointment scheduled for 2-4. Okay, well the email I received confirms appointment for 10-12 and someone from your office called and said he was running behind, so how is from 2-4. She than says let me call dispatch to see where the tech is. Comes back and says oh they said tech will be there in 30 minutes. 30 minutes comes and no show and no call again. So I call at 12:51 and she calls dispatch and comes back and says no one is answering the phone, let me send an escalation email to management to see whats going on and I'll call you back when I hear something fromj them. I've never experienced this kind of service, if its starting out this way I can only imagine how its going to be. No one calls to say nothing, I have no clue as to if I'm even going to get any kind of service today because here it is almost 1:30 and I have been waiting on them since 10am this morning. Poor customer service. Not happy at all.
16:48 27 Oct 20
The worst company! Stay away! Customer service is terrible. Agents are useless. They just submit tickets for you and nothing else. You cannot talk with a manager because they are working from home. They only offer a call but no one ever call you back. I called 6 times and every time they put me in 20-30 mins hold just to tell me that they will escalate it again. Today they have scheduled technician to stop by without my knowledge. When I called in to find out who did that, they said “Well you hung up last time you call and we scheduled an appointment”. So They did not even ask me when I would like to set up an appointment and confirmed it. On my 10 times calling there is still no resolution and the same answer that they will escalate it.
Dennis Shelton, S.
00:24 25 Oct 20
Horrible service and horrible customer service. Our community made us use this terrible company! Don’t use and run away when they start lying to you!
19:12 24 Oct 20
15:02 22 Oct 20
My mobile phone had to be sent for repair, leaving me without a phone. i contacted Hotwire regarding adding one of their phones - contact via email, naturally. I explained my predicament and ask to place an order and schedule an installation ASAP. The NEXT day, I got an email from Tianna - a service rep. suggesting I review their service rates and contract.I review the info and emailed back that I wanted their digital phone service with installation ASAP. That was two days ago... I still have not heard back from them regarding an appointment or even placing an order.Despite their PR, I find it difficult to believe they are a customer focused company.
10:43 16 Oct 20
There are many odd problems that occur with the television service: I encountered yet another one today and have called technical support six times, either I was told I would get a call back or I was put on hold for an hour and 15 minutes when I finally hung up. Problem was never solved. At one point I wanted Customer Service: there is none, only 'billing', so I spoke to a guy from billing: RUDE, fresh and dismissive. UPDATE: one week later, and not only am I having the same problem again, all shows that were to be recorded today, and only today as they are not repeating, are lost, I have been without service for over 13 hours, there is no reaching technical support, there is no reaching billing to question why I am unable to get to technical support, the recording on technical support is defective, the t.v. every few days decides to reboot itself and then it's stuck there for a couple of hours unless I undo it and reboot it again, almost on a daily basis I have to reboot the television, sometimes several times a day, also, several times a day appears a message that television service is temporarily unavailable and to try again later, and to watch live television, it's just one thing after another, to sum it up, I have incurred more problems and lost more from this TV service than I have gained.
17:01 15 Oct 20
Worst layout ever horrible customer service very little movie and TV shows selection.dont ever go with this cable provider you will 1000% regret it.
12:28 14 Oct 20
They started charging me double in the middle of the pandemic . when i reached out they put me on hold for 45 minutes then refusing to connect me with any supervisors. if they come to your office to trick u to get u out of the contract u have with another cable company don t believe what they it s all lie !!
16:57 09 Oct 20
This was the only Wi-Fi allowed through my apartment complex. Didn’t need cable, but they said cable was free included with the Wi-Fi that was $100 a month. Not only have they been charging me the last 4 months after I moved out and disconnected service, I found out Wi-Fi was very cheap and they were charging me for cable, HBO, and DVR boxes I never asked for. If you’re stuck in an apartment building forcing you to go through Hotwire, run. And run fast.
01:06 03 Oct 20
Mike Honorio is terrible to deal with. We left our unit in February and he is still trying to charge us an additional 2 months despite having tenants take over immediately following our leave. He is trying to collect TWICE on one unit. Horrible customer service, if I were you I’d RUN from Hotwire.Update: No one has reached out, they couldn’t care less about their customers.
20:45 02 Oct 20
I usually try to refrain from posting negative reviews, but Hotwire is by far the worst provider of cable and internet. Unfortunately our community is holding us "hostage" to Hotwire - which they picked (God knows why??) and included in our HOA (which of course they raised to pay for the package). Any time we had issues with cable or internet, it took days to resolve. Most recently we have been without cable or internet for a week (during a pandemic when everybody works from home). The technician blames the guys who lay the fiber and vice-versa. Customer service is clueless to what is going on AND they have an attitude: annoyed, snippy, far from caring. Technicians show up, can't fix it, blame the other guy and leave 2 min later. Also, BUYER BEWARE: when they wire your community, probably to save costs, they connect several residents on one line: so if one person goes down, the house/apartment next door will do too. And don't get me started on the cable menu features: they are 20 years behind Comcast.
15:19 02 Oct 20
We have had Hotwire for our cable and internet for about 2 years now. We are not happy nor satisfied with the quality of our internet and cable. Consistent daily lags, freezes, unresponsive at times, voice control doesn’t transition well or even work most of the time. The cablebox randomly turns off And completely shuts down. We have to wait to reset since it’s unresponsive for some time after it shuts down. I called support and they were unable to get the cable started again. They sent a technician out and couldn’t find any issues. I was charged for the visit since they did not find what the issue was .. meanwhile, my problems continued on since then. I work from home now and depend on the quality of my internet and cable services. This cable network either cuts corners during installation or the technology is not advanced enough for its claims. If it weren’t for a contract handled by our HOA, I would’ve switched a very long time ago.
15:19 01 Oct 20
Not an easy bill to pay, couldn't get online to work. So you have to buy a stamp or walk in to office in Salisbury. Covid made it hard to walk in.So service turned off non-payment.Now the fun part. You have to physically walk in to main store to have service restored. that is not a typo.Otherwise look at one or two days before someone responds to your request. Do not listen to customer service, call technical support. They will tell you go in to main office reconnect service.This is from a tech provider ... = /
18:01 30 Sep 20
issue is currently being addressed.
19:42 28 Sep 20
Terrible customer service on the phone, long wait times and bounced away from department to department and the customer service reps had attitudes. For the installation the installer was not friendly and was open about talking about the speeds. The router is also very small and only has two ports