Our Success is Measured by Our Customers’ Satisfaction

Hotwire Communication is dedicated to our customers and in addition to quantitative metrics like NPS and BBB ratings, customer reviews provide valuable insights into the experiences of real users. We invite you to explore the thoughts and opinions of our customers. Your fellow users’ perspectives can give you a comprehensive understanding of what it’s like to be a part of the Hotwire Communications family.

Share Your Experience

If you’re a Hotwire Communications customer, we encourage you to share your experience and contribute to our growing community. Your feedback is vital in helping us enhance our services and ensure that we continue to meet and exceed your expectations. 

Net Promoter Score (NPS)

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Average Tech Satisfaction Score

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Average Agent Satisfaction Score

Key Experience Drivers: Knowledge, professional, friendly.

A Net Promoter Score is a powerful metric that gauges customer loyalty and satisfaction. Hotwire Communications prioritizes customer feedback, using NPS surveys at key milestones in the customer journey, starting from the installation process. We are committed to ensuring a seamless experience for our customers. 

testimonials

The Better Business Bureau (BBB) rating is a reflection of a company’s commitment to ethical business practices.  

Customer Reviews

testimonials
Fair
2.5
Based on 2189 reviews
review us on
Until I moved into Four Seasons in Delray Beach, I had never heard of Hotwire. Like every cable company, there will always be times that you need a technician or some sort of technical support. What I have found and love about Hotwire, is that they are staffed to take your calls 24 hours a day, seven days a week. They try to help you fix the issue over the phone and if that doesn’t work, they schedule a technician to come to your house, sometimes the very next day. I appreciate good service. This is why I want to give a shout out to our account manager for our community. I recently had an issue that needed to be resolved as we need to re-route the fiber cable behind our home for an upcoming project. Their regular customer service people could not answer construction type questions but Jocelyn was able to cut through the red tape and get me the information I needed. She was responsive and knowledgeable and was able to get me the right people to come out and evaluate the issue, thus saving me a lot of money in unnecessary additional charges for things that did not need to be done for me to complete the project. Hotwire has a happy customer in me.
I love my service with Hotwire. I've never had any issues. Everyone is very friendly. Anytime I need any assistance Jordan always goes above and beyond to help me. I definitely recommend Hotwire.
Nice people great product
Response from the owner: Hello Jeffrey, Thank you for taking the time to share your experience, and for being a part of the Hotwire Communications community!- Margo, HWC Social Team
Our HOA decided to switch cable services from Comcast to Hotwire. Having read the numerous negative reviews on this review board, I was apprehensive. I should not have been. The conversion was smooth, the tech support was excellent with minimal wait time to talk to a support technician, a pleasant experience compared to Comcast long wait time. Since, the conversion the quality and reliability of cable and internet services have been excellent. (3 weeks) Bottom line, I give kudos to Hotwire.
Cierra Wood was very pleasant, respectful & took care of my request efficiently.Thank you Cierra,
I want to take this opportunity to commend Juno’s Voltaire for her excellent service on my behalf. She was diligent in every step of the process. She followed through and kept in constant touch with me throughout the transition to HotWire.She is a major asset to your company and I personally want to thank her for everything she did on my behalf.I would also like to commend the technician who did the installation, Ronny Torres, he was knowledgeable and very informativeAll in all a great experience
I love this place every time I come in im greeted while smiles an love.jordan always be on point he gets us in an out with no problems. Thanks for everything you all do
Response from the owner: Hello Nicko,We're so glad to hear Jordan is always able to deliver on our concierge-level service. Thank you for taking the time to share your experience - I will be sure to share your kind words with Jordan!- Margo, HWC Social Team
Randy is very personable, knowledgeable and helpful in how he approaches the situation. I will always ask for him if I need help with my T.V.
Response from the owner: Hello Veronica, Thank you for taking the time to share your experience working with our team! We're so glad to hear how helpful Randy was, and glad he was able to resolve the TV issue - I will be sure he is recognized for a job well-done. Thank you for being a valued member of the Hotwire Communications community!- Margo, HWC Social Team
Serrick Lindo was very polite and a pleasure to speak with on Sunday morning. I had a problem with recordings. A message on the screen stating there was no connection between dvr and network. Hotwire is very fortunate to have such a friendly, cooperative employee.
Response from the owner: Hello Carol, Thank you so much for taking the time to share your experience! We agree - we are proud of team members like Serrick who uphold our concierge-level service and support. Thank you for being a valued member of the Hotwire Communications community!- Margo, HWC Social Team
I wanted to take the time to express how pleased I am with the excellent customer service I received when I visited the Hotwire store in Salisbury. I was helped by Jordan. He was very professional and took the time to explain my bill to me. Jordan also showed me a demo of Hotwire's newest cable boxes with the streaming services which is really convenient. I have been a Hotwire customer for years and I am very satisfied. 😉
Response from the owner: Hello Julissa, Thank you for taking the time to share your experience working with Jordan! We're so pleased to hear he provided you with concierge-level of service you have come to expect. Thank you for being a valued member of the Hotwire Communications community!- Margo, HWC Social Team
Let time warner cable( spectrum) go because of yearly price change and lack of reliable service. Hotwire has , by far, the fastest and most reliable internet for the price, and that price doesn’t change every year!
Response from the owner: Hi James, we apologize for the inconvenience with this - Please email us at [email protected] with the name on the account and the best way to contact you - we'll send this to appropriate team to help further assist and help get this resolved ASAP.Melissa, HWC Social Media Team
Have had Fibrant/Hotwire since 2015 (switching from TW/Spectrum) and have been an enormous fan ever since. I can count on one hand the outages we've had - and they were all very brief. Also great customer service when we have had an outage (and a line accidentally cut by another vendor). Cost is extremely reasonable for the service.
Response from the owner: Hello Mark, Thank you for taking the time to share your experience! We are so glad to hear you've ben enjoying your Hotwire services, and thank you for being a member of the Hotwire community!- Margo, HWC Social Team
Many thanks to Hotwire Property Support Specialist Candice Griffin for excellent professional service in setting up my new account, scheduling an installation appointment, and more!
Today, we had the privilege of working with Ms. Francine Folkes who fixed our connectivity problems. Francine was not only professional, patient and effective, she was equally kind, personable and very likable. We can’t say enough good things about this Customer Service experience and Francine should be commended!
Response from the owner: Hello Robert, Thank you for taking the time to share your experience working with Francine! I will be sure to share your kind feedback with her. Thank you for being a part of the Hotwire Communications community. - Margo, HWC Social Team
Response from the owner: Thank you for taking the time to share your experience! -Marissa, HWC Social Team.
I am writing to commend Junia, a customer care representative at Hotwire Communications, for her outstanding service and exceptional dedication to resolving our recent issue. Junia’s willingness to go above and beyond to facilitate a favorable outcome truly sets her apart and highlights her as an invaluable asset to your team.From the moment I contacted customer care, Junia demonstrated an impressive level of compassion and understanding. She listened attentively to my concerns, ensuring she fully grasped the situation before taking any action. Her empathetic approach made me feel heard and valued, which significantly mitigated the frustration I initially felt.Junia’s problem-solving skills are remarkable. She quickly identified the root cause of the issue and provided a clear, actionable plan to address it. Her thoroughness in explaining each step of the process reassured me that she was committed to finding the best possible solution. Junia’s ability to anticipate potential challenges and proactively suggest alternatives showcased her expertise and dedication to customer satisfaction.One of the most notable aspects of Junia’s service was her consistent follow-up. She kept me informed of the progress at every stage, ensuring that I was never left in the dark. Her timely updates and transparent communication built a strong sense of trust and reliability. Junia’s proactive approach not only expedited the resolution but also turned a potentially negative experience into a positive one.Junia’s commitment to excellence was evident in her willingness to explore all available resources to resolve our issue. She coordinated with multiple departments and worked seamlessly with her administrative team, leveraging their collective knowledge and expertise to address the problem efficiently. Her ability to collaborate effectively with her colleagues at Hotwire Communications demonstrated her strong teamwork skills and her dedication to achieving the best possible outcome for the customer.Moreover, Junia’s professionalism and courtesy were consistently displayed in her interactions. She maintained a positive attitude, even in the face of challenges, and her respectful demeanor made the entire experience pleasant. Junia’s exceptional interpersonal skills and her genuine desire to help left a lasting impression.Junia exemplifies the highest standards of customer care. Her empathy, dedication, and exceptional problem-solving abilities ensured that our issue was resolved efficiently and satisfactorily. Junia’s unwavering commitment to going above and beyond to facilitate a favorable outcome is truly commendable. She turned a challenging situation into a positive experience through her compassionate and understanding approach.I sincerely hope that Junia receives the recognition she deserves for her outstanding service. Her exceptional qualities and dedication not only resolved our issue but also reinforced our confidence in Hotwire Communications’ commitment to customer satisfaction. Thank you, Junia, for your exemplary service and for making a significant difference.Thank you!
Response from the owner: Thank you for taking the time to share your incredible experience! I am so pleased to hear that Junia was able to assist you quickly, professionally, and efficiently. I will be sure she receives the recognition she deserves for a job well-done. Thank you for being a part of the Hotwire Communications community. Marissa – HWC Social Team
I had some issues with my service set up appointment and the regional manager Cedro as well as my sales manager for my neighborhood Alex went above and beyond to solve the problem and get my service connected and appointment attended to. I appreciate their efforts!
Response from the owner: Hello Ryan, Thank you for taking the time to share your experience with working with our teams! I am so pleased to hear that Cedro and Alex were able to resolve the issues you were having - I will be sure they receive the recognition they deserve. Thank you for being a part of the Hotwire Communications community.- Margo, HWC Social Team
the internet from Fision is excellent! Bella helped me set up my account and she was awesome, extremely informative about the package options! I would highly recommend!
Response from the owner: Hello Jentry, Thank you for sharing your experience - we are so glad to hear you're enjoying your Fision services! And thank you for recognizing Bella's incredible service. I will be sure to share this with her. - Margo, HWC Social Team
Hotwire did an incredible job repairing a cable that a construction company cut. Hotwire, immediately, repaired the cable and replaced a junction box that was also damaged. Hotwire was very communicative throughout the entire process. All of the employees involved were friendly, positive and efficient. Thank you for being such a great company.Dan
Response from the owner: Hello Daniel, Thank you for taking the time to share your experience! We are so pleased to hear our teams were able to quickly address the fiber cut and get you connected. Thank you for being part of the Hotwire Communications community!-Margo, HWC Social Team
Haven't had any issues with service in so long I honestly forgot it used to be a thing. Staff are always friendly, welcoming, and accommodating if I happen to bring the children in with me. Best internet service in my opinion.
Response from the owner: Hello Amanda, Thank you so much for taking the time to share your experience with our services and working with our Salisbury team! We are so happy to hear you've had a positive experience. Thank you for being part of the Hotwire Communications community. -Margo, HWC Social Team
Bella is great. She was so helpful and kind.
Response from the owner: Hello Pamela, Thank you so much for sharing your experience working with Bella! We are so pleased to hear she was able to assist you. - Margo, HWC Social Team
It's been over a year with no issues. Service is fast and since my last review, has become very reliable. (I'm not taking credit, lol, as I understand they were doing some hardware upgrades at the time that caused the downtime and outages that I complained about. That's fair, but I do wish they'd been a bit more proactive about altering me in advance when that was going to happen) The few times I've had to contact them or go into the office everyone has been very helpful.
Bella, Kristi, and Laurie provide the best customer service and knowledge on Hotwire services. I highly recommend this company.
We have had endless issues with our cable television. I think I'm taping the Oscars, when I look on my queue it looks like it's being taped yet it...
Few problems and great service
First off,Hotwire Thanks for such Great Service..I would like to start off By Thanking The Representatives at The Salisbury NC Location..Everyone is such Respectful,Passionate,Patient and Very Professional..Mrs.Kristi That sits in the back,in collections..She has the Biggest Heart Ever..The other two ladies are amazing too..If I could give them 1,000 stars..I definitely would…They all Deserve the world..
I had a very long phone chat today with a Hotwire technician named Lesli Terry. She was so very patient and we worked through solving a problem with one...
I Would Like To Say At First I Did Not Agree With Hot Wire Because It Was So Many Adjustments Made To My Account That I Was Not Aware Of Now I Absolutely Love It Because Of The Employee’s Her Name Is Kristy She Is The Best She Took Time Out To Explain Every And Anything I Asked Her She Made Me Feel Like I Was Someone Not Just A Account Number And I Would Tell Anyone If You Have Something Going On With Hot Wire And You Really Do Not Understand Please Please Ask For Kristy She’s A Beautiful Person Inside Out She Do Care About You And She Do Not Just Take Your Money And Make You Feel Like You Just Paying A High Bill And Do Not Why She Will Take Time Out For You And She Do Not Care How Long It Takes Because I Am 58 And I Need Someone Sometime To Take Time Out For Me But I Have Been In That Store When I taser She Does That For Not Only Me Everyone She Helps So I Will Definitely Stay With Hot Wire For Life
Response from the owner: Hello Gracie, Thank you so much for taking the time to share your experience working with Kristy! I am so glad to hear she has been able to assist you and deliver the concierge-level of service that is at the forefront of all we do. I will be sure she receives the recognition she deserves. -Margo, HWC Social Team
I switched from a popular and prominent internet service provider to Hotwire back in July 2023, and my experience has been amazingly wonderful. Especially working with Kristi Bradley! She is such a beautiful, understanding and professional employee. I have no regrets! Hotwire goes above and beyond when it comes to providing excellent customer service and their Internet service top tier!
Response from the owner: Hello Nikisha, Thank you so much for taking the time to share your experience! We're thrilled to hear that Kristi has provided you with the service standard that we strive to deliver - I will be sure she receives the recognition she deserves!- Margo, HWC Social Team
Came into the store for my parents about upgrading our Internet! Bella was super professional and was really helpful about which package to go with! Recommend these guys for any Internet! Best prices!!
I just had Emmett as 15 minute Educator. What a treat! Easy to understand, stayed on task, very pleasant. As a former teacher I give him an A++++
I would like to tell you about my fantastic experience led by Danny Segarra, lead installer.Danny is extremely knowledgeable of this new technology and...
Fast and friendly service
Response from the owner: Hello Patricia, Thanks so much for sharing your experience! - Margo, HWC Social Team
Response from the owner: Hello Janelle, Thank you for taking the time to rate us! If you would like to share more details about your experience, please email us at [email protected]. Have a great day!- Margo, HWC Social Team
Isabella Gillespie from Hotwire is amazing! She provides top-notch WiFi services. Highly recommended!
Response from the owner: Hello Briuanna, Thank you so much for taking the time to acknowledge the great service you received! I will be sure Isabella gets the recognition she deserves. Thank you for being a part of the Hotwire Community!- Margo, HWC Social Team
Hotwire uses fiber optics - therefore Internet is faster and the TV picture is clearer. They also use WIFI 6e and EERO which is top routing equipment...
I spoke on the phone to a lady called Kyara and she was very helpful with my request. She immediately sent me an email confirmation With my request.
I have had Hotwire for close to two years and love them. My remote stopped working and they were out the next morning with a new one. They set it up and made sure everything was working. Love them!!!
I've am a Hotwire customer and their internet service has been exemplary. For the last 5 years, I've had 99+% uptime with ridiculously fast speeds. My...
i am at delrray beach boca delray golf and contry club.it is a tremendous help having a reprasentative on site to help with all the our needs.this...
I just hung up the phone with Gabrielle Williams in Customer service. Unlike the first two people I spoke to she was about as nice as sweet and helpful as...
I've really enjoyed my experience with this company so far. I have been with them since they came to my area. I was with a previous company. I had too many issues to name. One issue was my router kept going out. I was told to get a new box. After the 4th time and them coming out cutting lines trying to fix the issue. I was done! After switching to hotwire I had one issue it was resolved quickly. It was an issue with the plug box. The guy fixed it and made sure everything was working properly before he left.
We've been living in Pines West for about 10 years now and for a good portion we've been using HotWire Communications. Very pleased with them, we rarely...
I love our service with Hotwire Communications. Fast internet speeds. Upload and download.Highly recommend getting this service!!
Darrell Gault was amazing! He was able to answer all my questions and be of great service.
The ONLY reason I am giving Hotwire five stars is because of the last customer service, agent I spoke with, Byron Holton. If it wasn't for him, you would...
Today I dealt with Daryl Gault who is a "Technical Engagement Specialist" for Hotwire. He is an amazing communicator and knows how to solve problems...
We are going to be new Hotwire communications customers so we called for a consultation. Marc Plummer / Launch Engagement Specialist was friendly and...
I had the pleasure of speaking with Delois Cooper this morning, February 15, 2023.to add to and upgrade cable service. Great "bedside manner", a pleasant...
I just had the pleasure of speaking to Daryl Gault of Hotwires customer service today. I have been attempting to get a refund of $27.89 since late December...
Just want to say Thank you to Joe Avril in the Tech dept. The most patient, wonderful Hotwire person I have dealt with. Wish there were more employess like him around. Anywhere!!!! Maureen Madalone
I called into Hotwire to get the name changed on my brothers account because he recently passed away and I'm in charge of all his accounts. Moriah Leach was...
Daniel S. came out to help fix the wireless connection. He had a great personality and knew exactly what to do to get the issue corrected. He checked all of...
I have to chime in about my experience with Hotwire . . it has been fantastic! My house was one of the first connected as our community switches to Hotwire...
I received outstanding customer service and assistance that went above and beyond. Maury understood my problem and went out of his way to help solve it ....
Hello,I'm sending a note to thank Shanetra Wilson for providing superior customer support for my issue today. Shanetra was engaging, professional and a...
I just had the great pleasure of interacting with Daryl Gault/Technical Engagement Specialist. Daryl exceeded my expectations and went above and beyond to...
Had a problem with our internet connection Called Hotwire and spoke with tech specialist Daryl Gault, who was over the top in assisting me.Not only did he...
I must say that Hotwire provides really strong and reliable internet. Much better experience than I had in the past with Xfinity. Thank you Kierston B. for...
Your customer service representative Kerah Santiago did an excellent job with helping me today, a new customer. Nice to run across a large...
I was so frustrated dealing with the Raleigh salespeople and decided to visit my local branch. Laurie was so helpful, patient, and encouraging. She knows her work and did an excellent job in assisting me. I recommend to anyone to pay your bill, get technical support, etc. locally. It was much less stressful for me.
Just signed up for Hotwire service since it is offered as part of our HOA. Natalie Fuentes provided a superb and friendly sign-up experience. It was...
Hotwire's customer service representative, Diana Castaneda, solved my problem related to printing a basic cable channel lineup. She put me on hold for a...
Update!!! Hotwire has really stepped up the game.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.
Response from the owner: Ursula - we were able to identify the problem and a local account manager in your community should be reaching out to update you and provide further assistance. We apologize for the inconvenience and thank you for brining this up to our attention so we can fix this ASAP. Thank you!- Melissa, HWC Social Media Team
David Cocchiola exceeded our expectations. He was customer service focused and professional. He took his time to explain the new products to us and made it...
I wanted to take a moment to let people know what great service Hot Wire provided. I was relocating my TV to a different wall and was told by my handyman to get Category Five cable. I was headed to Home Depot when I noticed the Hot Wire Truck heading to an account. The technician kindly got out of his truck and offered me some cable and gave me his card in case my handyman ran into trouble. Sure enough he had trouble with the project. No problem. Why? I called the gentleman’s name on the card, Jean and he came within minutes. Not only did he walk my handyman through the process he made sure all my equipment was hooked up correctly. Thank you Jean. I would have given 10 stars for the Hot Wire service if I could have. This was an example of a person and a company going over & above. Thank you!
Hotwire is an okay service provider but this review is for Ida LaGreca who works there who helped fix numerous issues with my account. She is a rare talent...
Christy did an amazing job with assisting me with getting my account squared away!!! She was very patient and very welcoming! I would allow Christy to help me any day ! Great work
Response from the owner: Thanks for taking the time to leave this review!-Luke, HWC Social Team
I have to say, I have rarely if ever been impressed by the above and beyond help that customer service can give (mostly because I feel nowadays people don't put any emphasis on friendliness at all). But oh my word, I want to take a minute to rave about Kristi here at Hotwire in Salisbury. She is hands down the kindest, most helpful and sweet woman I've ever dealt with in a company! She was friendly, made me feel totally comfortable with her immediately, went way above and beyond to help with our issues, just one of the nicest and warmest people I've had the pleasure to meet. Hey Hotwire! This woman deserves a raise and stuff! She's amazing 🙂 She truly made me feel like our issues mattered and would be fixed asap, and through all her hard work and talking with their techs out and about, she was able to have our issue resolved same day and I cannot thank her enough (and the lady from the front of the store was so kind too but I sadly can't remember the name but thank you to you too!!). Thank you thank you thank you so much to you Kristi, I'm thankful that we had the issues pop up, cause I was able to meet such a wonderful person and truly cheered up my day 🙂 The issue being fixed was just gravy!TLDR: If you're in Salisbury don't use the 800 number to get ahold of Hotwire Communications, go to the main street store or look up their local phone number online and get ahold of them that way, and I highly recommend dealing with Kristi cause she knows everything about her job so well, and makes you feel like your problem matters and you matter. She's awesome and their internet services are awesome too! I'm sure there are plenty of great people there, but I wanted to sing the praises as it were, cause they are deserved. Many thanks!!
Response from the owner: Wow! Thanks for this incredible review! We really appreciate you taking the time to share this with us.-Luke, HWC Social Team
Response from the owner: Thanks for the 5-star rating, Eric!-Luke, HWC Social Team
Stephen Gabriel !!! Guy is the man, always comes through when I need help and he makes sure I'm more than helped.
I’ve never had any problems with hot wire.Great service
Response from the owner: Thanks for the review, Raymond!-Luke, HWC Social Team
Receptionist Laurie goes above and beyond to be helpful to customers as well as offering a smiling greeting. Her "first face" you see is a real plus in interacting in person at the Fusion store uptown.
Great service on the phone today from Daryll Gault, solved the problem quickly. Very nice customer service.
I'd like to take a moment and thank the staff for providing outstanding service. I experience major account and technical issues, Kristi/Todd went over and beyond to resolve the issues. Again THANKS
Response from the owner: Thanks for the kind words, Willette! We're happy to hear that Kristi and Todd were able to resolve the issues you were experiencing to your satisfaction!-Luke, HWC Social Team
I wanted to take a moment and write a review on how outstanding this company and service has been. I’ve had Hotwire for about three years in total and I really have enjoyed the service more so than Comcast. Karen S. was the rep that helped me in my Southwest Florida community.. I had a billing issue at the very beginning and she was outstanding in making sure everything was corrected as well as making sure that the account was always accurate. I would give her a five star rating as she should be a role model of other employees to try to model their customer service experience like. Thank you for a great company in Fision Hotwire
Response from the owner: Thanks for sharing this review with us, Jarett! We really appreciate the kind words.-Luke, HWC Social Team
I want to thank John Fletcher from Hotwire Communications for picking up the phone and taking care of my request. I'm from the north and the cable/internet...
Customer service is amazing. Kind, punctual, and always go above and beyond.
Response from the owner: Thanks for the kind words, we really appreciate it!-Luke, HWC Social Team
I would like to commend Laurie. She is very professional, and courteous. She is very committed to satisfaction, and dedicated to excellence. She is the epitome of customer service, and is a great asset there at Hotwire Communications.Many thanks Laurie!
Response from the owner: We appreciate your kind words for Laurie and our company! We're glad to hear she provided you with the exceptional customer service we pride ourselves on at Hotwire!-Luke, HWC Social Team
Bravo to the account manager for my community near Sanibel, FL, for the manner in which she handled an issue affecting all 194 subscribers. Customer service was of no help to me, and I finally got to this wonderful lady by doing some digging on my own. Not only did she "bird dog" the issue, but also she stayed on top of it, and kept me informed of the progress. Cable companies, in general, do not have very good ratings, however, I have had many companies in the last few decades, and Hotwire stands significantly above the rest of the pack. I only wish they could have more employees like the one who helped me out!
Response from the owner: Hello Michael,Thank you so much for the kind review. We will be sure to share this with our team so that the account manager will be recognized.-Grant, HWC Social team
Been real good to me...
Response from the owner: Thank you for the kind review! We hope we can continue to meet and exceed your service expectations with our company!-Grant, HWC Social Team
Had an issue with my personally owned infrared signal extender and Kristi was very polite and efficient in getting me the answers I needed. #shoplocal
Response from the owner: We really appreciate you leaving this review, Steve!-Luke, HWC Social Team
Paulo did an outstanding job of installing my wifi. He was on time and was extremely helping in explaining everything throughout the process. I highly...
This was the BEST service I’ve received would definitely recommend!!! Kristi was SUPER helpful!!!
Response from the owner: Hi Juanita,Thanks so much for your review! We really appreciate it! We'll be sure to share your comments with our leadership team so Kristi will be recognized.-Grant, HWC Social Team
I needed technical support when one of my TVs stopped working. I got the best technician ever on the other side of the phone. With a beautiful cheerful...
Kristi and Laurie truly are Customer Service experts! They go above and beyond to provide the best experience possible! The best part about living in Salisbury is being able to get Fision Hotwire. Clear picture, fast internet, and great pricing. 10 stars!!!
Response from the owner: Thank you for the positive feedback, Heidi, we really appreciate it!-Luke, HWC Social Team
My TV wasn't working today when I got home this afternoon. I went through the drill to reset it but had no success. My heart sank. Luck was with me. My...
Overall, I was very impressed by this installation process. The installation technician, Mr. Alain Lopez contacted me the morning of the installation...
Response from the owner: Thanks for the great review, Stephen!-Luke, HWC Social Team
Today I had the pleasure of being attended by an extremely kind and professional lady, who was working with me for hours until she solved my internet...
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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...
My experience today requesting program listings was handled very well by Udevski Person. He was patient and knowledgeable of my needs.Per our conversation...
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....
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...
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!
Response from the owner: Thanks so much for leaving this review, Natalia! We'll pass this along so Cesar and Rudy receive the recognition they deserve for the level of service they've shown you!-Luke, HWC Social Team
Impecable el trato con HotWire en especial con Cesar, muy buena atención y rapidez , excelentes profesionales !!!!
Response from the owner: Alberto, agradecemos el tiempo que se tomó para compartir su experiencia! Nos aseguramos en pasarle a Cesar sus palabras grata. Gracias!!
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...
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...
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...
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.
Response from the owner: Thank you so much for your kind words Jenny! We have shared them with Ciarra and our executive team who will be recognized for her work! -Grant, HWC Social Team
Simple. Easy. Fast.
Terry Burgess is a very PATIENT ladyWho walked me through some easy steps to respond to non signal of TVFortunately I was able to reach her after 4...
Hotwire social media department called me and refunded my money, after I posted a poor YELP review. They also allowed me to cancel my auto-debit. I am...
They do a pretty good job and dispatch techs pretty fast when a home visit is needed. I had only one recall in all the times I’ve called them
Response from the owner: I'm sorry to hear you haven't been satisfied with the services you've received from our company. Could you please send an email to [email protected] and provide us with the name on your account, the name of your community, and a phone number we can reach you at? I'd be happy to escalate any problems you've been having to your property's local leadership team, who will hopefully be able to improve your experience.-Luke, HWC Social Team
I’m happy for the install but my router doesn’t work now. So I have to call the company the installed it in the first place. I don’t understand why they didn’t tell me that in the first place. The three stars for the ability to watch television at all.The two stars are that they didn’t tell me that I’d have to call the other company firsthand.
Hi I am in a community that is discussing switching to Hotwire … I am wondering if you would be willing to list communities in SWFL that have made the switch … I do have information from communities that Hotwire was part of the construction …I am interested in hearing about the install and what types of issue have arisen …. Disturbance ofLandscape , remote , and customer service
Response from the owner: Hello Susan, Our YouTube and Vimeo channels are great resources where you can find and watch video testimonials from some of our customers, learn more about Hotwire's products and services, and so much more! Additionally, more information specific to Southwest Florida can be found on our website: https://hotwirecommunications.com/southwest-florida/. Lastly, please feel free to send a message to [email protected], and include the name of your community and your preferred contact information, should you have any additional questions. - Margo, HWC Social Team
Again an entire channel line-up has disappeared. Channel 396 was a great channel, which I watched daily. The current lineup is repugnant, all of it old re-runs. The picture quality is great, but the programming is sad.
Response from the owner: Hello Carolyn, Thank you for taking the time to share your experience. We would welcome the opportunity to discuss this matter further. Kindly send us a message to [email protected], and include the name on your account, the name of your community, and the best number where you can be reached. A member of our Customer Care team will contact you as soon as possible. -Margo, HWC Social Team
Wasn't available in my area.
Everything seems to be automated and difficult to make contact to get a service item attended to.
My Condominium recently contracted with Hotwire after leaving our previous service provider. My initial experience with Hotwire (a phone call to set up an...
Today I had a very helpful Customer Specialist named Byron Holton. He clearly understood the double billing issue, and I'm hopeful the issue will finally be...
I just want to say something nice about the woman I spoke with on the phone to arrange installation in my home. She is Delois Cooper. She was helpful and...
Worst setup experience with any internet provider. I greatly appreciate that Hotwire provides high quality fiber optics internet, but I think they need to...
I met Kristi at hotwire communications she has excellent customer service I felt really comfortable talking to her Kristi you rock!!!!
Response from the owner: Thanks for the review, Cloree, we appreciate it!-Luke, HWC Social Team
Terrible customer service! And not to mention you really can’t receive any help with the biggest issues after 5:30 PM
Response from the owner: Hi Juice,We're sorry you had trouble with your services. If you need assistance, you can always reach out to our Call Center teams 24/7 at 800-355-5668 or by visiting gethotwired.com and clicking on the blue chat icon in the bottom right corner. Should you still need assistance with any issues, please email us at [email protected] and we will be happy to connect you to the right member of our Salisbury team.-Grant, HWC Social Team
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...
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.
Response from the owner: Karita, we apologize for the experience you’ve had and I’d love to help further. If you can email me at [email protected] with the name on the account, property name and your phone number, I’ll make sure to escalate to a regional representative to make things right and get you up and running with your phone services.- Melissa
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.
Response from the owner: Hi Stephen,We're so sorry to hear about your experience. It sounds like we really dropped the ball on this one, but please allow us the opportunity to make this right for you.Could you please contact us at [email protected] with your community name and account info? We'll get you connected to our executive management team who will do everything they can to resolve this to your satisfaction.-Grant, HWC Social Team
For a company that purports to have top notch customer service I can’t disagree more. My community took on a long term contract with this company and it’s been a disaster from day one. We did end up getting a large credit due to all the initial problems yet problems still remain.I have a problem and called tech support. I can’t get an answer whether this is something I can fix myself. They want to come out and charge me a minimum of $50. I suspect it’s something simple but not having the ability to speak with tech support prior is unreasonable.They have no customer service in my opinion. Ugh
Response from the owner: Hello Patty, Thank you for reaching out to us. Please send us a message at [email protected] that includes the name on your account, the name of your community, and the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible at the number you provide. - Margo, HWC Social Team
Our new HOA contracts with Hotwire for the whole development - it's part of our HOA fee (no choice). MUpon moving in, I contacted Hotwire and they...
I have been a customer for over 10 years & have been out of town on an emergency for 3 weeks to come back to town with my service suspended. I can’t get a call back from the local number & my overdue balance is $11.20. A check was mailed by my bank on the 25th of July to a Raleigh PO Box. Is it lost or sitting on someone’s desk or has the lock box been checked. This is a critical time when I need my internet service & can’t get a call back. Please help.
Response from the owner: Hello Vicki, Kindly send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible to discuss the situation and come to a resolution. - Margo, HWC Social Team
Signed up for bundle package. Installed on September 19, and as of October 3, my telephone number has not been ported.
Response from the owner: Hello Howard, Thank you for taking the time to reach out to us! Kindly send an email to [email protected] and include the name on your account, the name of your community, and the best number where we can reach you. A team member will contact you as soon as possible. - Margo, HWC Social Team
Response from the owner: Hello Corneilius,We're sorry to see you are not having a positive experience with our company, and we'd like to try and correct that. We were not able to identify your account based on the username here, so would you please send us an email at [email protected] and include the name on your account, the name of your community, and a good contact phone number? Our executive management team will be more than happy to assist you.-Grant, HWC Social Team
Internet service is completely unreliable and there appears to be no intentions of improving it. Currently our community has spotty access and their customer service does not even acknowledge a problem. Unfortunately there is no other option in the area and apparently not contractually obligated to provide a working service.
Distributing of list of channels by number, rather than alphabetical order, is very inconvenient to your customers.
The worst installation quality I have ever seen, a sixth grader could’ve done a neater more professional job.The customer service experience is also poor.it’s unfortunate because the Internet is very fast, the video quality and the user interface is also excellent!!
Response from the owner: Hello Al, Thank you for taking the time to share your experience, though I am sorry to learn you did not have a satisfactory installation. We would welcome the opportunity to further discuss the matter, and come to a resolution. Please send an email to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
This is the worst customer service I’ve ever experienced. We were scheduled for an initial connection on my birthday 9/17. I had to cancel birthday plans with my friends because we desperately need WiFi. Our phones doesn’t work properly inside our new home. The service technician was fifty minutes late with absolutely no communication. Which I assumed they weren’t coming. So I went to grab food for dinner. And the technician arrived while I was gone unannounced. He was fifty minutes late with no communication.Of course they didn’t wait. So I called to see if they can come back later that evening and they told me it is nothing they can do. A couple hours later the technician arrived at my home sat out front for a couple minutes then drove off. All of this can be verified by my ring camera. We’ve lived here almost a month without cable and constant wifi. Our phones barely work inside. We are using a wifi puck just to use our phones. The non-communication is completely unprofessional. I’ve called to ask for a supervisor several times. I’ve yet to receive any communication from a supervisor. Like I said, this company is the worst I’ve ever experienced. I’ve already reached out to AT&T for a different service provider. My experience with this company is completely unacceptable. Like I stated, I’m still waiting to speak to a supervisor.
Response from the owner: Hello Shundrail, Thank you for reaching out to us. I am so sorry to learn of your experience. This has been escalated to our Customer Care team and they will reach out to you this morning. - Margo, HWC Social Team
The worst customer service I have ever dealt with. I was told a technician would be here between 8 and 10 AM. No one showed up then when I Called customer service they told me someone would be here before noon. Then after no one arrived Or had the common courtesy to call me, I called back and was told someone would be here before 2pm. After reaching out to the local representative Alex, he is again telling me someone will be here between 2-4pm. If I had any other option I would not be using this company
I just had Hotwire installed. Tonight the video would not load. There is nobody that answers their phones. Eventually some woman answered, but she was unable to help me. She said I could call back and pull out the cord to my router so as to reboot, the TV. That was impossible for me to do. She had no answers. Formerly we had Summit and they were very service oriented. We are extremely disappointed in the service And the reliability of the product. Furthermore, we were never provided any guides any information on the remotes. This company needs to work on their service
Response from the owner: Hello Cita, I am so sorry to learn of your installation experience. We welcome the opportunity to further discuss the matter, and come to a resolution. Kindly send an email to [email protected] and include the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
It’s all good until something doesn’t work. 1 hr music on hold. No answer. Chat line not much help either. They only check connection and service to house. After that, forget help.
Response from the owner: Hello Buck, Thank you for contacting us via Google. We would welcome the opportunity to further discuss the matter, and come to a resolution. Kindly send us a message at [email protected] that includes the name on your account, the name of your community, and the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
Horrible customer service.400+ Residents complaining about inconsistent service and they want to include a service charge fee for every customer.Ridiculous
My community hired them as a new provider They dug up my backyard and cut my wireless. Everything in my house works off wireless.I explained what happened to one of the men and he was very nasty to me. I spoke to one nice person on the phone but they can’t help me because I have fiber optic cable and I have to wait 4 days for AT&T to come fix it because Hotwire can’t do it so since Tuesday I have absolutely no service in my home
Service constantly goes out and techs are no help.
This has to be the WORST company all over fl!!! I have been calling over a month now regarding an incorrect billing and still no answer for NO ONE YET!!!! NOT EVEN THE "COMMUNITY MANAGER" has been able to fix a mistake that HOTWIRE created it!!!!
the worst service in the world!
Spams emails asking to call before you dig but provides no warning when moving you behind a carrier grade NAT, then they pretend they cannot do anything about it and do not train their support staff to do anything other than try to sell you a static IP. Used to think the best of hotwire but clearly they have gone downhill and continue to do so by not only cutting costs with the carrier grade NAT but then they try to profit off their customers for their own internal cost cutting decisions. Should be illegal.
Response from the owner: Hello Jake, I am so sorry to learn of your recent experience. We would welcome the opportunity to further discuss the matter. Kindly send an email to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached, and a member of our Customer Care team will contact you as soon as possible .- Margo, HWC Social Team
MY HOA OPTED TO GET HOTWIRE AND SIGN A LONG TERM CONTRACT I WAS CURRENTLY WITH COMCAST BECAUSE THE HOA COMMUNITY WAS WITH ATT UVERSE A VERY ANTIQUATED SERVICE. THAT WHY I SWITCHED…FIRSTLY,ALL HOA AND COMMUNITIES SHOULD STAY CLEAR FROM THIS COMPANY.THEY HAD BEEN AT OUR COMMUNITY APPROX 2-MONTHS SETTING THE INFRASTRUCTURE.THEY HAD REDO FIBER CABLE HOUSING ATTACHED TO THE BUILDING BECAUSE THEY INSTALLED THE WRONG TYPE. 3-STAR GOOGLE REVIEW!FROM THE INTIAL INSTALL THURSDAY AUG 29, 2024 ITS BEEN ONE ISSUE AFTER ANOTHER! FOUR IN TOTAL… AND ONLY BEEN A WEEK…..1ST,ON THE FIRST INSTALL DATE THE TECH COULD NOT GET SIGNAL TO CONNECT MY SERVICES. THIS WAS LATER TO FIND THAT THE FIBER TO THE MAIN HUB WAS CUT BY SOME OTHER INSTALLER. I UNDERSTAND AND AM GRACIOUS BUT MY BOARD MEMBER GOT INVOLVED BECAUSE THE MAIN INSTALLER FOR INFRASTRUCTURE WAS GOING TO BE GONE FOR MONTH AND WOULD NOT GET THE SERVICES INSTALLED TILL HE CAME BACK.2ND, THE NEXT DAY THEY ARRIVED AND FINISHED THE INSTALL BUT THE TECH LEFT LEAVING MY LIVING ROOM TV IN-COMPLETE AND WITHOUT SAYING WORD. I FOUND THAT VERY DISTURBING..I FOUND THAT LATER THAT THE TEVO BUTTON DID NOT WORK AND SOME OTHER FUNCTION ON THE REMOTE. I CALLED AND HE CAME BACK LATER THAT DAY. HE CONTRIBUTED TO A HOME THEATRE SYSTEM NOT COMPATIBLE WITH THE TV BOX AND THAT IF UP-DATED IT SHOULD WORK FINE. SO DID JUST THAT LABOR DAY SALES WERE GOING ON BOUGHT A NEW HOME THEATRE SYSTEM AND EXPLAINED TO BRANDSMART SALES REP THAT I NEED UP-GRADE, BUT HE SAID I SHOULD HAVE NOT TOO!. COME TO FIND OUT AFTER INSTALLING THE NEW SYSTEM THE AUDIO SALES REP WAS RIGHT AND DID NOT NEED A NEW SYSTEM.IN THE INTRUM I TRIED TO INSTALL THE NEW AUDIO SYSTEM BUT FAILED AND LOST THE TV SERVICES COMPLETELY. I CALLED THAT EVENING AND TECH SUPPORT COULD NOT HELP ME.3RD, I SCHEDULED AN APPOINTMENT FOR TODAY BETWEEN 4-6 PM.I RECEIVED A PHONE CALL FROM HOTWIRE REP A LITTLE BEFORE 5-PM TELLING ME THEY ARE CANCELLING MY APPOINTMENT BECAUSE THE TECH CANNOT WORK PAST 5PM! THIS IS CRAZY! MY APPOINTMENT WAS BETWEEN 4-6 PM TODAY…. I COMPLAINED TOOK OFF FROM WORK THREE DAYS NOW. THE REP ON THE PHONE LIED AND SAID I WAS YELLING AT HER. NOT TRUE AT ALL. I WAS UP-SET BUT NOT YELLING AT HER SO SHE HUNG UP! NOW IM REALLY UP-SET…4TH,I KNOW THERE IS NEW LEARNING CURVE, BUT THIS SYSTEM IS THE WORSE TO NAVIGATE.PAUSE-REWIND, LAST BUTTON, WORK DIFFERENTLY AS TO LIVE TV THAN NETFLIX, PRIME VIDEO. ITS TRULY VERY CONFUSING BECAUSE THE REMOTE HAS TWO DIFFERENT UP-DOWN ARROWS WITH CENTER BUTTON. YOU GET LOST VERY EASILY. JUST TOO MANY BUTTON AND REALLY SMALL ONES. I KEEP HITTING THE IMPUT BUTTON BY MISTAKE BECAUSE THE REMOTE IS SO AWKWARD IN YOUR HAND. IT THROUGHS EVERYTHING OUT OF WACK. TRYING TO GET IT BACK IS A NUISANCE. ALSO OPTED FOR 1000 MBPS AS OPPOSE TO 300 THAT COMES WITH BASIC SERVICE. IM ONLY GETTING HALF THAT. I ONLY FOUND THIS BECAUSE I EXPERIENCE LATENCY ISSUES. THE HOTWIRE APP IS WRONG! THEY THROTTLE DOWN! IF I PAY FOR 1000 MBPS I SHOULD GET CLOSE TO THAT!… MY COMMUNITY SO USE ATT SERVICE, THEY DONT KNOW ANY BETTER..THIS COMPANY REVIEWS SAYS IT ALL. ALL HOA BOARDS SHOULD BE LEARY AND STAY CLEAR FROM THIS.
Company discriminates against it's employees of color. Hostile work environment, lack of training. Company overloads employee responsibilities instead of hiring more people. Most employees hate their job but are in fear to say anything to supervisors in fear of being terminated for speaking up. HR covers up misconducted and ignores reports from employees.
Hotwire has come out with the Hunters Run 7 timesOver the past 5 months cannot correct the problem of screens freezing on a variety of channels like CNBC MSNBC ESPN 1 and 2
Read bottom to top8-31-24 every other day google assistant freezes8-26-24 called tech support, on hold for 30 minutes hung up without assistance.8-24 and 8-25-24,8-27-24--- tried using google assistant to play music anda dot went around in circle until I gave up. Tried in the evening and this morning(8-26-24) and it work. Very Dodgy indeed8-25-24In response to Margo HWC Social Team- you will get an email from me.After endless hours of laboriously reprograming my TV I'm beginning to see the benefits of this product . I will revisit this review site in 6 month to write an addendum of pros and cons to your service and product.To people who are dealing with this product, If you are an elderly person and are trying to keep your mind sharp dealing with and navigating through the initials stages of setting up your new hotwire TV will be exciting and exhausting.8-21-24DO NOT - I repeat DO NOT get hotwire services for your community. If you are a board member and don't want the headaches of endless complaints from your community . I give this company no star if possible . And I am not even properly installed. Again, Board members please think twice before you are handed a kickback from this company. It is not worth it.
Response from the owner: Hello Rossi, I am so sorry to learn of your recent experience with out services. We would welcome the opportunity to further discuss this matter and come to a resolution. Kindly send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
When it works it’s fine. But god forbid you have an issue. Internet and TV out since noon today and all they can do is get someone to come out next Wednesday (5 days time) to have a look. Totally useless customer service
Response from the owner: Hello Paul, I am so sorry to hear of your recent experience. We would welcome the opportunity to further discuss the situation and come to a resolution. Please send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
Everybody hates Telecom companies, but I can say that Hotwire is the absolute worst company I have ever dealt with in any field. I also move a lot as an active duty service member. I wish I could give negative stars. Avoid them at all costs.I had a set top box that was returned to the company when I left my home that THEY LOST. They proceeded to send me a statement for $250 saying that I had unreturned equipment. This is all for a set-top box that is worth maybe $20. After explaining to them that they lost the equipment at least half a dozen times, they proceeded to put the debt into COLLECTIONS. I have a credit score of 830. When I saw this, I was absolutely shocked. Do everything you can to use any internet provider other than this wretched, terrible and monopoly mandated company that has absolutely no respect or understanding for its users.
Now I’m paying double because they dealt with my husband. What a ripoff. I will be cancelling when my “contract” is up.
Response from the owner: Hello Emily, We would welcome the opportunity to further discuss this matter and come to a resolution. Please send an email to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
Worst customer service. TV box is sluggish with huge bulky remote. Picture is low quality all with pixels. No IPv6 service. Stay away! Unfortunately our HOA signed us into this.
Response from the owner: Hello Anton, I am so sorry to learn that you have not enjoyed your experience with our services. We would welcome the opportunity to further discuss the matter and come to a resolution. Kindly send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
i ordered majol league extra innings when the baseball season started. Suddenly I was not getting an audio, just picture. Hot wire has not done 1 thing to correct this issue, 6 weeks, i have called, spoken to supervisors, agents on chat. They scheduled technicians to come out, none of shown up. they say there is a ticket on the 8/19, 1 week later same no service. I will be filing a complaint with the BBB and the FCC. This is an incompetant scam corrupt company
Response from the owner: Hello Ken,I am so sorry to learn about your recent experience. We would welcome the opportunity to discuss this matter further and come to a resolution. Kindly send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible.- Margo, HWC Social Team
Terrible service
Response from the owner: Hello Zulema, We would welcome the opportunity to learn more about your experience and come to a resolution. Please send a message to [email protected] and include the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
This is the 4th time I have to call a technician because I'm left without internet. My entire building uses this same company and I'm the only one left without internet (I know this because we have a WhatsApp group and I asked and all my neighbors' internet is working inside). Could you tell me what's happening? It's a joke because this is no longer a serious company. I work from home and the internet is very important to me. What a disappointment.Yesterday Friday they scheduled an appointment with the technician for today, and it was cancelled and they rescheduled it for Tuesday, August 20, that is, 5 days without internet and they charge the bill anyway. When I called I asked to be put through to a manager and they were not available. I tell the owners of this company that their workers are not professionals because they cannot resolve my problem. Please, I DO NOT RECOMMEND THIS COMPANY. I have to miss a week of work because they will not solve my internet problem. I am going to send a written statement to the manager of my building to ask us to use the internet from other companies./ Today, August 20, when I finally thought they were going to fix it, they came back and rescheduled my appointment with the technician for tomorrow. A total failure.
Response from the owner: Hello Alexandra, I am so sorry to learn of your recent experiences. We would welcome the opportunity to further discuss this matter. Kindly send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
If any apartment complex try’s to make you use them run!!!!! Do not work with them. Day 7 no internet. Tech comes out and goes to wrong apartment…. Doesn’t call just leaves. I’m now on the phone for an hour with customer service. I left work early for this… -100/10Update on the phone because the double billing won’t stop. These guys are a nightmare. 8/19/24
I have had a Hotwire account since November of 2020 because unfortunately the developer of our building signed a 10 year agreement with them. The bill has always been set up on autopay then all of a sudden I get a call from someone staying in my unit that the internet and cable wasn’t working. I call and they tell me I am one month behind as bill wasn’t paid. They have no record of autopay however for the almost 4 years before this it has come out of the same account every month like clockwork. No phone call,no email, no text message just shut it off. There has NEVER been a late payment on this account.Then they have to send a technician out to turn it back on not sure why. The technician tells the people staying that it was turned off for nonpayment. Not his business to tell. Very unprofessional and again let me stress that it has never been paid later ever. Called and spent hours trying to sort this out and never received an explanation or apology asked to speak to a supervisor to no avail.Stay as far away as you can if you have other options unfortunately I don’t for 6 more years.
All i need is a new remote since the battery cover broke and they want to charge me $50.
The worst customer service and Technicians I have seen, Their technician hate the company, they come and they trash hotewire, so far I have to make three appointment just replace a faulty cable over the garage, they came first time and they run a cable on my Garage floor.. see photos, then second appointment a technician came and said that’s not his job , make another appointment, third one said it is too hot form him to run it through the attic, and he did not know that and their customer service they do not even know how to make a work order , and left, their technician remind of an used car salesman…And the problem still not fixed , I am still waiting for to call for the 4th appointment
I am away from home and want to schedule a recording on the DVR for tomorrow from my laptop so I don't miss the show. I can't !! Apparently Fision TV by Hotwire does not have that simple service available, which is shocking since they are running on TIVO platform which, I used for years and I was always able to log in online and schedule recordings for my favorite shows when away from home. The fact that Fision TV has such poor options on 2024 when every other cable and Satellite company has that convenience features is shocking and disappointing.I do not recommend Fision TV by Hotwire to any one.
Response from the owner: Hello Jaime,I am so sorry to learn of your unsatisfactory experience. We would welcome the opportunity to further discuss this matter, and come to a resolution. Kindly send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. -Marissa, HWC Social Team.
Ever since I switched to hotwire/fision, after watching a few YouTube videos it freezes and I have to reset the Box doesn't matter what room I'm watching it in after reset that particular box never had this problem with any other cable provider or ISP provider. There is no information on how to take care of this issue and nobody knows what's going on very poor service and when I do a speed test I'm getting 25% of what I'm paying forAnd stop with your can to reply That says we're sorry about your problem reach out to us at Social at blah blah blah. I watch people here saying that they have done that and you have not replied again if I see a can reply I will go to other platforms and put the worst reviews up possible
Horrible service. My HOA switched to this company and it is the worst. Constant error messages, reloading, service interruptions, you name it. Customer service not very helpful, most of them not very knowledgeable. They are cheaper, but you get what you pay for.
Response from the owner: Hello Adrian, I am so sorry to learn of your unsatisfactory experience. We understand the frustration that you've encountered. We would welcome the opportunity to further discuss this matter, and come to a resolution. Kindly send a message to [email protected], including the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. -Marissa, HWC Social Team
Horrible service to elderly customers who are forced to have service by Condo Board. Took over a dormant unit ,had them come reinstall gear and then they claimed I destroyed equipment charging me $250.They will not rescind, they cut our services .I paid every bill .I am 75 years old,I have had Affinity and Fios with no problems for over 40 years and no false charges.Their management refuses to call back . Terrible company terrible people.
Response from the owner: Hello Howard, I am so sorry to learn of your unsatisfactory experience, especially given the circumstances. We understand the frustration caused by the issues you've encountered, and we take these matters very seriously. Your experience is not reflective of the level of service we strive to provide, especially to our elderly customers.We would welcome the opportunity to further discuss this matter, and come to a resolution. Kindly send a message to [email protected], including the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible to work towards a solution. -Marissa, HWC Social Team
Even for free it is not worth it. This service comes with my rental. For ages the you tube app has not worked. It opens the page but can not play anything. I have to use the other remote for the TV only and battle for 4 min each time to wrestle control of my own TV from the idiotic Hotwire. They have allegedly been working one it remotely but there is no progress. The internet goes out so regularly and for so long that we purchase a back up service. They are insultingly poor and do not seem to give a rip about their customers.
Response from the owner: Hello Carol,I am so sorry to learn of your unsatisfactory experience. We understand the frustration caused by the issues you've encountered and we take these matters very seriously. Kindly send a message to [email protected], including the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible to address your concerns and work towards a solution.-Marissa, HWC Social Team
Our cable service has been messed up for a couple of months. Our TV's all freeze up every 5-15 minutes, it's so annoying, especially during football season. We've had to take the time and money to go to sports bars to watch the games & with this economy, that isn't cheap. We've had FOUR service calls, several taking a couple of hours of our time and none of the technicians can figure out what the problem is. The first 3 service calls, it looked like things were fixed only for our TV to freeze up within minutes of the tech leaving. Last Tues was the 4th service call. The technician, who was super nice, couldn't figure it out. He told us that someone would call us within 24-48 hours to schedule another service call but with a more experienced tech. We never heard from anybody. I called our neighborhoods account rep but she never called me back. I got a hold of customer service today & they scheduled another service call for tomorrow. Maybe our service will be fixed, maybe not but the fact that we are going on our 5th service call in less than 6 weeks is ridiculous. The ONLY good thing we can say at this point is the service techs have all been super nice, professional and they all tried really hard to fix the problem.UPDATE: Hotwire did come out and fixed the issues but then they tried to bill me for the service call. It was THEIR services that were screwed up. After talking to their customer service, they credited my account for the service call.
Response from the owner: Hello Cheryl, Thank you for taking the time to share your experience. I am so sorry to hear it has not been satisfactory. Our team would welcome the opportunity to further discuss this matter, and find a resolution. Kindly send a message to [email protected] and include the name on your account, the name of your community, along with the best number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
Really TERRIBLE BUNCH people. They continued to charge me AFTER canceled service, now waiting months to get a refund. DONT USE THIS COMPANY.
Response from the owner: Hello Nazanin, I am so sorry to learn of your experience. We would welcome the opportunity to further discuss this matter. Kindly send a message to [email protected] that includes the name on your account, the name of your community, along with the best phone number where you can be reached. A member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
Very poor honestly. For gaming experiences, even upgrading to more data isn’t enough for just a regular household, even for the phones, it can buffer and be very laggy in certain times of the day for some reason. Even worse, some areas can only be provided with this service and you can’t change that or install another one that is better. Though the pricing is cheap, it is still not worth to be having this company for WiFi because it seems like it can’t handle more than two phones connected at the same time without it being so laggy.
Be aware and very cautious with this company !!! So many red flags!I had an extremely disappointing experience with Hot Communications. They abruptly...
Terrible internet service just TERRIBLE. Internet went out March 19th and 3 weeks later there is STILL no internet in my home. Abysmal ISP and they get away with their mediocrity because they’re the only ISP available in the neighborhood.
My community switched 2-3 years ago. We had Xfinity prior.It is like an old Kia ( Hotwire) compared to a new BMW or Mercedes ( Xfinity).Yes maybe we are...
Gave this one star so they would take notice. Don't have it but understand they are good. Stop in Marco Island, South Seas East and maybe discuss with them, would sure beat what we have now.
Update:Margo,If you had looked into my account, you would see that I have reached out numerous times via the Hotwire app and email about the numerous and ongoing issues. Furthermore, I have asked for a refund due to lack of service and breech of contract but have been told that either this is not something that can be done or that they are “looking into it”. I have proof if needed and I will post here if you prefer. Please reach out to me to discuss reimbursement; however, this fake public show of sympathy is unappreciated and unacceptable.Respectfully,Elizabeth HiltonI am currently taking my son to Starbucks, again (second time this week), as he has been waiting for our internet to be strong enough to upload a class project that was due yesterday but that we still can’t upload because of internet outages and poor quality of service. This will negatively effect his grade.I would have never moved to Dunham Marsh knowing that there is a monopoly by Hotwire. I can no longer work remotely from home due to these repeated issues. If I were to tally up the total expenses related to poor internet service, Hotwire would pay me monthly to have their “services”. I am embarrassed and ashamed that something as small as internet service can reek such havoc in my household’s life but that is the world in which we live.Do better. Be better. Make up for the inadequacies in service and save face. It is not too late for Hotwire to redeem themselves. However, at this point, it would take a lot.
Response from the owner: Hello Elizabeth, I am truly sorry to hear of the challenges you've faced with our services. Your feedback is invaluable to us, and we would greatly welcome the opportunity to speak further and make things right. Kindly send us a message to [email protected] and include the name on your account and the best number where you can be reached, and a member of our Customer Care team will contact you as soon as possible. - Margo, HWC Social Team
Gave them 1 star because that was the least I could give. How the hell they have 1.8 stars is astonishing.Signed: Dunham Marsh.
Response from the owner: Hello Hunter, We welcome the opportunity to further discuss this matter. Kindly send an email to [email protected] and include the name on your account and the best number where you can be reached. A Customer Care team member will contact you as as soon as possible. - Margo, HWC Social Team
Absolutely terrible provider. They are the ONLY option for our neighborhood and you can tell they know we have no other options. Completely unreliable internet service. I would give 0 stars if I could.
Response from the owner: Hello Jessica, I'm so sorry to hear your experience with our services has not been satisfactory. We would welcome the opportunity to discuss this further and come to a resolution. Kindly send us a message to [email protected], and include the name on your account, the name of your community, and the best number where we can reach you. A member of our customer support team will contact you as soon as possible. - Margo, HWC Social Team
Unreliable and slow service. DVR rarely works and the internet is frequently outcausing HUGE problems for those of us that work from home. The company is managed poorly (how else would you explain scheduled maintenance outage occurring on a Monday morning and lasting 6 hours past the time they claimed service would be restored?). Outages take forever to resolve. The company is completely apathetic to the woes it causes our community because they know we're trapped in a terrible contract that a majority of the people in our community don't want and are hoping to make every concerted effort to get out of. Would give this company no stars if I could. Choose literally any other company. Avoid Hotwire like the plague.
Response from the owner: Hello Reine, I am sorry to learn of your experience. We take all feedback seriously, and welcome the opportunity to further discuss this matter. Please send a message to [email protected], and include the name on your account, the name of your community, and the best number where a support team member can reach you. - Margo, HWC Social Team
Super trash do not give them your money
One star is too manyWhen the workers came to install the line, they cut off our telephone line, the existent internet wire, and another unknown line and...
One of the worst service providers that I have ever had to deal with! Internet connection is ALWAYS down! Most of the remote technicians are untrained and unable to restart your service remotely! If you dare complain even a little bit some of the remote technicians will all but cuss you out!I have only remained this long because of the price! But my patience is wearing thin... you get what you pay for... and even with their lower price they should give you change for this horribly unreliable service!
Just awful, drops connection all the time, inconsistent communication, just a real estate play, just awful, wouldn't recommend
Horrible service. It's currently not even working. Everyday something doesn't work and have to reboot daily. Poor customer service. No 24/7 tech support as promised.
Over all terrible in every aspect of service. For example when a service call does not fully fix a problem customer service emails service dispatch who never calls (customers can't speak to dispatch)And they then blame each other and nothing happens.
You need to HOPE that the initial contract and setup is what you want and has no problems because it is impossible to get someone to take responsibility and fix it. The customer service number is useless to get any non-equipment problems fixed.
The absolutely worst internet experience that I have ever had. If you happen to have other internet providers in your area, save yourself a headache and go with the competition. My community has frequent outages weekly and the customer service is inept. I wish I got the customer service reps name because he frequently cut me off and actually raised his voice at me. Surely something he would not have done if standing face to face. I am disgusted .Avoid this company!
Tv wires left hanging from wall little to no education on systemCalled for further service what a mess 6 calls from Hotwire to figure out why they didn’t show for appt3 different people called making new appts and all said they had double booked or couldn’t make itI will use a neighbor to figure this outI also ask for handicapped assistance they do not have remoter or educators who can help the disabled !!!!!
I appreciate the response to my review. However, I have no confidence that you will address this. And I'll tell you why. The install was on March 10th....
If you have a choice between hot wire or Radio opt for Radio the worst customer service and tech support, no call backs they have been to my house 3 times...
They have a lot of nerve using the word communication their service is not worthy of that name
Lost my internet connection out of nowhere, called customer service and was told that it would be 3 days before a tech could come out to fix my service. The customer service rep (named Tyler) even yelled at me when I asked if they could come out sooner. This is the last straw for me with this horrible service. Will be cancelling as soon as possible.I've been dealing with random connection drops for years with this service, but I've kept it because of the price. Turns out you get what you pay for. AVOID THIS COMPANY!
this service is absolutely terrible. our neighborhood of over 350 homes signed a 10 year contract and no one can make their service work. None of the...
Lost my internet connection out of nowhere, called customer service and was told that it would be 3 days before a tech could come out to fix my service. The customer service rep (named Tyler) even yelled at me when I asked if they could come out sooner. This is the last straw for me with this horrible service. Will be cancelling as soon as possible.I've been dealing with random connection drops for years with this service, but I've kept it because of the price. Turns out you get what you pay for. AVOID THIS COMPANY!
Terrible customer service!
Dishonest installers, disinterested management. Hotwire installers stole from Amazon package on our porch (gated community) and left Hotwire materials in the box. Contacted management, no response.
The absolute worst system, service and technology . I never thought some system would make Comcast look outstanding. Run from these people!
Service is always out of whack at my house. They never resolve the issue. Google fiber we are ready for you.
horrible customer service. can't get anyone on phone. the chat is messed up. stay away from hotwire They came out three times and still couldn't fix...
constant internet problems. need new modem from hotwire. first they tell me 12-2. then at 1 get a call that it's now 2-4. then get a call from...
Internet service is horrible, frequent down times. Sometimes outages are days not hours. Stay away from them. When you call for ETA reps will just hang up, and they never have ETA for any down times.
Son la misma estafa de siempre, imposible que dejen de cobrar el servicio cuando uno lo quiere dar de baja ! ESTAFA TOTAL !
what the hell people. it's christmas eve 2022 and now christmas day and still no god damn internet. can't watch movies, absolutely nothing. how do you...
If you have another option I would suggest that you go with that option. Internet services constantly goes out and tech support can never troubleshoot remotely. When this happens you'll be without services for 3-5 days even though this is a local provider that only serves this small area. Techs are never available the same-day or the next day. They say they'll escalate your issue to ensure your services are back up and running quickly but that never happens.
Signed up for auto pay never did debt my account called 5 times they refused payment because it was on auto pay and then turned off and still took hours to fixAnd they do not careAvoid this company!!Switching asap
We scheduled way in advance a number of appointments with them this month, December 2022, and they either showed up and weren't prepared to do the...
Do not say that you are open 24 hours when no one will pick up the phone.
Installation : Subcontract to incompetent cheap labor - but even more egregious is no oversight by Hotwire. They allow unskilled day laborers to start...
Worst possible tv and internet. If there were zero or negative stars I would select that option. Internet goes in and out such that my remote connection for...
Horrible serviceI move into a complex that has Hotwire as the internet and cable service. I just needed the wifi password. The first guy that came didn't...
They claim they have a TV anywhere app which you can watch Live TV from their app. But this is a joke. When you sign in with the app, it does show a...
Literally the most unreliable and slow internet provider we've ever used. I wish our neighborhood had kept Comcast so we could actually use our WiFi to...
I lost my home entirely due to hurricane Ian. I called Hotwire Communications on October 03, 2022 to cancel my services permanently. Yet Hotwire...
Horrible customer service! Avoid if at all possible! We’re stuck because our neighborhood HOA switched to this provider. They cancelled our original internet service install and will not provide a new schedule. Promises to get back with us have not been fulfilled. We need the service for our work from home and these people do not care, We get the run around every time we call for an update. We’ve had some poor cable/internet providers over the years but this company tops the list (or bottoms the list if you prefer).
The worst provider we’ve ever encountered. Promised a call back within 24 hours from customer service, never received it and when I called again to touch base they basically verbally shrugged and said they would call us when they felt like it. Unbelievable. We’re stuck because our. HOA contracted with them. Avoid if at all possible!
This is a low-quality outfit. The installers are low-paid amateurs who do not know what they're doing. Rather than reveal their incompetence and ignorance...
Despite surviving a major hurricane, our business is fully operational and Hotwire has internet available, but they refuse to turn on our internet feed. Customer service is atrocious and they refuse to work with us. Completely ridiculous.
The worst internet service ever. It's ALWAYS going out which affects my home security system and my business which is ran through my computer.I just called and was told they can't come out for 2 daysBy then I will have contracted another internet provider
Receptionist at desk( elderly woman)Has a very negative and standoff ish attitude,And makes your ordealWorst adding to the reason your there...would not recommend this TV service to anyone in the rowan County area.
My internet service been out for 2 whole day I even spoke to woman that works there she told me that the internet is back running all I need to do is reset so I go home n reset n nothing thinking about changing internet service
I want to put out a word of warning about the cable company Hotwire! I have had a terrible experience with them since they set foot on my property. It...
I want to put out a word of warning about the cable company Hotwire! I have had a terrible experience with them since they set foot on my property. It...
Terrible Service-In fact the worst ever…I’ve called over a dozen times to have my internet wire buried underneath ground level and they always promise to send someone however nothing ever get resolved. We have been in our new home for quite some time now and we still have our internet wire laying across our lawn. Turns out there are at least a dozen other homes in our nice community with the same issue- “internet wires completely exposed on the lawns”The Better Business Bureau will hear my story today.
Response from the owner: HelloI'm sorry to hear that you haven't been satisfied with the service experience you've received from our company, and I'd like to try and help make things right. Could you please send an email to [email protected] and provide me with the name on your account, the name of your community, and a phone number we can reach you at? I'd be happy to escalate any issues you've been having to your property's leadership team.-Luke, HWC Social Team
Lived in our brand new home for six years. Over the last six years the internet has been totally unreliable. Constantly having cables cut and no service or...
Our neighborhood HoA is under contract with Hotwire Internet and for the last year our entire neighborhood is losing internet weekly (Often more frequently)...
As others have written, if you are thinking of buying or renting into a community that has Hotwire as their cable and internet provider RUN, RUN FAST, RUN FAR, and DON"T LOOK BACK !!!!!!!!!
Response from the owner: Hello Dave,I'm sorry to hear that you haven't been satisfied with the service experience you've received from our company, and I'd like to try and help make things right. Could you please send an email to [email protected] and provide me with the name on your account, the name of your community, and a phone number we can reach you at? I'd be happy to escalate any issues you've been having to your property's leadership team.-Luke, HWC Social Team
My mother has Hotwire as part of her large Community's bulk communications contract (TV, Internet, Phone). The Board members who approved the contract 9...
Bad company, I canceled my internet service after moving out in May and they decided to charge me for the entire month of June. I would never get internet from this company again. Bad news.
Was on a school bus on a field trip and almost got ran off the road by one of their reckless driver on the phone while merging on I-95 North
We've had major issues getting out internet up and running + being overcharged monthly. At this point, they owe me 140+ USD.Since December 2021, we had...
Hotwire is a rip off with it's fees and attempts push you into signing up for automatic drafts! They suggested receiving on line bills (and did). STILL...
We are forced to use because of our community and I am not sure why they were selected. Terrible service and quick to blame other contractors for what was...
Hotwire provides "service" for my community. On Friday morning I had no Internet. I called them and was told they could not be out until Saturday between 8...
Worst internet service ever. The internet up time is less than the internet downtime. And the service is out for days and days. Basically they don't have enough man power. Humble request be aware of them. Our community fault is they did 5 years contract and everytime they show the contract otherwise all members are tired ot their service.This is our last year with them. thank God...In shot stay away from hotwire
Hotwire Communications is usually chosen by incompetent boards of Florida Developments because they want to save a few dollars. They neglect to think of the...
No one answers the phone.
Response from the owner: Hi Ronald,I'm sorry to hear you've been having trouble contacting our customer service line. If you could send an email to [email protected] and provide the name on your account, the name of your community, and a good contact phone, I'd be happy to escalate any issues you've been having to your property's local leadership team.-Luke, HWC Social Team
Hotwire is terrible. Don't get it. HORRIBLE. I can not say anything nice about it.
Customer service is an absolute JOKE!!!! I was wrongly charged $548 for cancelling my service AFTER my contracted had ended. They admitted the mistake, but said refunds can only come from supervisors who you can never get on the phone, never call you back, and never issue refunds. Been waiting for 2 months and have been told a supervisor will be calling me back every time I call (once a week). Get your act together Hotwire your worse than COMCAST!!!!!
Response from the owner: Hi Jim,I'm sorry to hear you haven't found the internet or customer service you've received from our company to be satisfactory, and I'd like to be able to help make things right. If you could please send an email to [email protected] and provide us with the name on your former account, the name of your community, and a good contact phone number to reach you at, I would be happy to escalate this issue so it can be resolved.-Luke, HWC Social Team
WORST company and billing/customer service people I have ever had to deal with. They’ve taken months to resolve an issue…like literally over two months and counting. Every time I call I have to re-explain the whole issue to a new person, they tell me it will take a week to review everything, I never hear back and have to call again. Now they cut off my internet service. If there were any other internet providers servicing my area, I would change providers with no hesitation.Update: This issue is now going on SEVEN MONTHS. They shut my wifi off every single month, I call, they say they’re still reviewing my information. Now I was just told after calling for the 7th month that the information I sent was apparently unacceptable. Worst run company ever.
Response from the owner: I'm sorry to hear you haven't been satisfied with the customer service you've received from our company. Could you please send an email to [email protected] and provide us with the name on your account, the name of your community, and a phone number we can reach you at? I'd be happy to escalate any problems you've been having to your property's local leadership team, who will hopefully be able to improve your experience.-Luke, HWC Social Team
This company should be investigated for fraud and shut down. Their cs is aweful ! No one knows anything and your told a million different stories about your...
I am forced to use Hotwire in my condo association. I scheduled for an install three weeks in advance. Install was supposed to be 8 to 10 AM. At 10:30 I called and was put on hold for 30 minutes. After five calls and 2 1/2 hours on hold at 3:30 in the afternoon I was told somehow I was not put on the schedule even though I got emails and text confirming. They finally sent someone out the next day again later than scheduled finally got install done. Fast forward two weeks my entire system went down can’t access TV called in after three resets can’t figure out what the problem is-and they need to send a technician out 2 days from now. I would pay them not to have the service. It is awful. Two cans and a string would be better.! Two different TVs and two different issues.
Response from the owner: Hi Tim,I'm sorry to hear you haven't been satisfied with the service you've received from our company, and I'd like to try and make things right. If you could send us an email at [email protected] and provide us with the name on your account, the name of your community, and a good phone number to reach you at, I can escalate this to your property's local leadership team.-Luke, HWC Social Team
Customer Service by Laurie and Kristi Great 5 stars.....Issue with Hotwire terrible...this morning Monday Dec 6 2021 will be the 4th time in 3 weeks i have had to deal with the same issue....They fix the issue and 2 days later change it back...it is 100% on Hotwire....They did not follow through on promises made when they took over from Fibrant and it has been nothing but a fight for them to honor the grandfathered in clients from before...Small business owners who need UPLOAD and Downnload speed are just thrown under the bus...
Response from the owner: Hi Joe,I'm sorry to hear you haven't been satisfied with the services you've received from our company, and I'd like to try and help. Could you please send me an email at [email protected] and provide me with the name on your account, the name of your community, and a phone number we can reach you at? I'll escalate any problems you've been having to your property's leadership team and ask them to look into them personally.-Luke, HWC Social Team
Response from the owner: I'm sorry to hear you haven't been satisfied with our company, and I'd like to try and help improve your experience. Could you please send me an email at [email protected] and provide me with the name on your account, the name of your community, and a phone number we can reach you at? I'll escalate any problems you've been having to your property's leadership team and ask them to look into them personally.-Luke, HWC Social Team
TRRAAAASSHHH COMPANY !!! Absolute garbage !!! Don't ever let these clowns charge you late fees . The company SCAMS !!!!They put you on auto pay then 2-3...
Hotwire is not a good company for anykind if arrangements at all. Dont let me speak on there customer service not helpful. I was told by representative that its 24 hours to speak with a manager wow what kind of business are they running. Hope somebody buys them out customer service not helpful and worthless.
Response from the owner: I'm sorry to hear you haven't been satisfied with the customer service you've received from our company. Could you please send an email to [email protected] and provide us with the name on your account, the name of your community, and a phone number we can reach you at? I'd be happy to escalate any problems you've been having to your property's local leadership team, who will hopefully be able to improve your experience.-Luke, HWC Social Team
This internet service is the absolutely worst I've encountered. They have a monopoly on my building so I am forced to pay them for daily spotty internet. I...
I rarely if ever post reviews but I feel so strongly about this, I just need to.DO NOT SWITCH FROM A REPUTABLE PROVIDER LIKE COMCAST OR FIOS TO GET...
Update 2: Well, I am still without internet. They installed it... twice now...both times the internet has been gone in less than a day. When I called about...
They literally send technicians out who don't have the necessary hardware to verify the internets even working. We waited a week for an appointment and the...
I writing this as I'm waiting for the technician to come who is late as of now, 20 minutes after the end of the appointment window. He hasn't moved from the...
This is the kind of Internet company that scams you on every single dollar they can. A few examples:1. They added a $1 monthly fee for receiving a paper...
Long story short. I accidentally double booked a car rental. I received an email saying my insurance for the rental didn't go trough and I mis read and I...
By far THE WORST MANAGED COMPANY I've ever had to deal with.They are terrible !!! No matter what you do stay far away from this garbage company ! They...
Absolutely the worst internet service provider I've ever had the misfortune of being subjected to. TRASH
Response from the owner: Hello Max,We're sorry to hear you're unsatisfied with your Hotwire services. We weren't able to identify your customer account based on the username you have here, so if you could please send us an email at [email protected] and include the name on the account, the name of your community, and a brief description of the issue, we will be happy to escalate your account and concerns to our executive management team.-Grant, HWC Social Team
I've never seen something on Yelp with such polarizing reviews. Everything is either a 1-star or 5 star. I had my first experience(s) with Hotwire and now...
Worst internet service I have ever used. I ended up with no functional internet and had to remote into my work computer using my cellular internet.I am a...
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!
Response from the owner: Hi Kayla,Could you please send an email to [email protected] with your name, the name of your property, and a phone number we can reach you at? I'll escalate this to your property's account management team.-Luke, HWC Social Team
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.
Response from the owner: Hi Jonathan,I'm sorry to hear you haven't been satisfied with the services you've received from our company, and I'd like to try and help. Can you please send an email to [email protected] and provide us with the name on your account, the name of your community, and a good contact phone number we can reach you at? I'll escalate this to the local leadership team, who will be in touch with you.-Luke, HWC Social Team
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!!
Response from the owner: Hi Sarah, we are a telecommunication company. I believe you are looking for the travel site.
Most awful internet I have ever had. Less than 1mbps download speed almost every day for three years.
Response from the owner: Hello Greg,We're sorry to hear you're having trouble with service at your community. Could you please send us a direct message at [email protected] and provide us with the name on the account, the name of the community, and a good contact phone number? We will be more than happy to assist you and see what can be done to improve your service speeds.-Grant, HWC Social Team
They are the internet provider of our subdivision and the internet is consistently slow or not working. We have outages on a weekly basis sometimes for 2-3 days at a time. I would never recommend their internet to anyone.
Response from the owner: Hi, I am sorry for your experience with our inconstant service but I would like to help resolve this issue for you. Can you please email us at [email protected] your account name, property name, and phone number? I will get your issue and you connected with the proper management who will work to expedite a solution.Kevin, HWC Social Media Team
I currently have Hotwire Communications as a part of my apartment complex lease. It is the worst and slowest internet that I have ever had (I do not game, stream movies, download large files, or other activities that may impact the speed of the internet. Essentially, I pay $70 per month for little internet and very poor cable options. In addition, the customer service from Hotwire is deplorable. If you enjoy spending hours on hold trying to get one question resolved, while paying too much for very poor service than I suggest you look at Hotwire for home internet and cable.
Response from the owner: Hello Cailyn,We apologize for your experience and issues with our service but please give us another chance to make this up to you. We'd like to connect you with our executive management team who can ensure that the issues you are having will be resolved. Can you please send us an email at [email protected] and include the name on the account, the name of your community, a good contact phone number?-HWC Social Team
I have this internet as a part of my HOA package and it’s terrible. The prices to upgrade are 3 TIMES as much as other providers. At any given time my internet will slow down to a crawl making me unable to work from home without paying exorbitant prices!!!!! I’m going to request we change internet companies as soon as possible!
Response from the owner: Hi Mea,We're sorry about your experience with our company and we would like to try and resolve any issues you've had with our company. Can you please email us at [email protected] and provide us with your account name, community name, contact phone number, and a brief description of the issue? We'll connect you with our executive management team who will be able to further assist you.-HWC Social Team
Response from the owner: Hi EJ,We're sorry to see your review, and would like to try and resolve any issues or experiences you've had with our company. Can you please email us at [email protected] and provide us with your account name, community name, contact phone number, and a brief description of the issue? We'll connect you with our executive management team who will be able to further assist you.-Grant, HWC Social Team
If I could leave ZERO reviews it would be too many stars. We are bound by our HOA to use Hotwire. They provide terrible service, and their internet speeds are dismal, if not non existent. I had to have another company install an internet line, so that I could work from home at added expense. Hotwire doesn't care - customer service is non existent. Horrible internet speed. How does less than 0.1 download sound to you? What a monthly rip off - for 13 years.
Response from the owner: Hello Betsy,We are working hard on a solution to the issues facing residents at your community. We are close to an agreement with your community's developer after 18 months of negotiations which would upgrade your services to our Fision Fiber Optics product line and greatly improve your overall serviceability. If you'd like a full break down of what we are doing to improve your community, please email us at [email protected] and we will be happy to go over all of the details with you.-Grant, HWC Social Media Team
One star rating is too generous. Hotwire does not deliver service levels as stated in a contract with our HOA, not even close. Many residents in our community work from home and are unable to be productive due to non existence of internet. It is unacceptable and they continue to ignore trying to resolve the issue in a timely manner, often times ignoring complaints made or denying there is an issue at all.
Response from the owner: Hello Susan,We always strive to provide the best in customer service to all of customers, but it seems like we've missed the mark this time and we'd like to try and change that! If you can, please send us an email at [email protected] and please provide us with the name on the account and the community you live in. We'll connect you with a member of our executive management team who will be able to hopefully resolve any matters you've been having to your satisfaction.-Grant, HWC Social Team
I wish Google had a rating below 1. I have lived in a community I just love that is tied into a contract with Hotwire. The service is disturbingly awful. Spotty at best. Broken at worst. There have been countless days and weekends where our entire neighborhood was getting either no internet service or less than 1Mbps download speeds. This company is a joke.
Response from the owner: Hello Jeff,We are working hard on a solution to the issues facing residents at your Douglasville community. We are close to an agreement with your community's developer after 18 months of negotiations which would upgrade your services to our Fision Fiber Optics product line and greatly improve your overall serviceability. If you'd like a full break down of what we are doing to improve your community, please email us at [email protected] and we will be happy to go over all of the details with you.-Grant, HWC Social Team
ABSOLUTELY THE WORST SERVICE EVER!!!!!
Response from the owner: Hello Izella,We're sorry to hear you're having trouble with our services. We'd like to try and resolve that for you! If you can, please send us an email at [email protected] and include your community name and account information and we'll connect you with a member of our executive management team who will be happy to provide you with further assistance.-Grant, HWC Social Team
Internet and cable went out in half our neighborhood. They tried saying my house is an isolated incident and someone will call me in the next 24 hours. I WORK FROM HOME! Support tech sounded poorly trained and uneducated in his field. They dont care about customer service because they trap communities in contracts and ownership of fiber optic cables. They dont care about service, people or communities! They only care about the almighty dollar. Horrible company.
Response from the owner: Hi Rachele,I am sorry to hear about your experience with our service. If you could provide me with your community and a phone number, I will make sure the proper representatives who will contact you. Please email the Social Media team directly at [email protected], HW Social Media Team.
Hello all...I’m here to join in on the horrible Hotwire reviews. If you’re not required to use them...STAY AWAY. I move down into a new home and there was no fiber wiring done. I’m going on week three and still have no internet. Upon calling them, I got few promised call backs. Most of my phone conversations were met with answers consisting of “I don’t know” and extremely long wait times to speak with people that couldn’t help me.I watched them tear up my yard yesterday digging for fiber and I am still waiting for services. Also the job done on wiring was pretty terrible. I don’t recall ever having (or seeing) a setup with wires hanging out of the wall...One technician did come out to connect the TV services and he was pleasant.If you don’t have to deal with them....RUN AWAY! There’s a reason they have 1.7 stars...UPDATE - 4/10/2019Appointment was scheduled for someone to come out and fix internet. Someone showed up a day early while no one was at home and NO ONE showed up when we actually planned to be home for the real appointment. Also, cable still laying above ground in my yard....
Response from the owner: Hello Christian,I truly apologize for the experience you have had- if you would please email us ([email protected]) your contact info and the name of the community you live in. I will look into this issues for you and connect you with the best people to resolve them for you.-Kevin, HW Media team
Hotwire is the single most awful company I’ve ever used. Literally EVERY single Hotwire product I have in my house breaks down constantly, and when it does work it has the worst performance I’ve ever seen. For instance, one of the product I have is their Fusion WiFi router and half of the time it would take you over five minutes just to load anything and the other half of the time it just fail. The only reason I’m using this garbage is because my neighborhood is requiring everyone to use Hotwire. And because of this reason I despise my neighborhood for even associating themselves with this abomination of a company. In short, to any who’s even considering buy anything made by Hotwire, DO NOT BUY IT! It will be the worst investment you’ll ever make.
Response from the owner: Hello! We apologize for the inconvenience. We will be more than happy to try and rectify the problem. Please send us an email with the name of the property and the name and phone number associated with the account. You can email this information to [email protected]
These people are scammers. Never open an account with them. They make underhanded deals with apartment communities to scam you together. By the time you’ve been paying the bill in yyour rent for months Hotwire sends you their bill which has never been paid. I’m 650$ short so far. And I use Google fiber only. Still paying for service I can’t use. Thanks for nothing Hotwire scam machine.
Response from the owner: Hi Mysha,It sounds like you were still being charged for services when you no longer had an account with us which, if that's the case, can be easily corrected with one of the members of our billing team. If you can, please email us at [email protected] and provide us with your account name, community name, and a good contact phone number and we will hopefully get this resolved to your satisfaction.-Grant, HWC Social Team
Hotwire is a FAILURE! There is no service function. I pay some $91 per month to be placed on hold for 21+ minutes when I called to increase my service. There is no 'management' involvement to call. Whatever you do, Avoid Hotwire... - Bill Hackaday Jan. 07, 2019
Response from the owner: Hi Bill,21 minutes is quite an usual wait time, and we're sorry you had to wait so long to get in touch with a member of our team! If you still need help, we'd like to have our executive management team reach out and take care of this for you!Please send us an email at [email protected] and include your account information and we'll do everything we can to get this taken care of.-Grant, HWC Social Team
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