Hotwire Communications, Ltd.

Review: I have been placed into a building where I have no choice except to deal with Hotwire communications. I have placed 17 calls to them since moving in - and I have been gone one full week - to get a simple remote control. My issue is as follows:

1) they are rude

2) they put you on hold and are incapable of answering your questions

3) they have inconsistent answers on every phone call

4) they are unable to provide the services that I have been billed for

5) they have tech people who service the buildings who are unqualified

6) they offer services they dont provide

7) the customer service is scrapping the bottom of the barrel of intelligenceDesired Settlement: and billing adjustment

Business

Response:

Dear [redacted]:

Review: Hotwire Communications is contracted to the building ([redacted]) that I reside in. I moved here in February and was given information from the management company within the building regarding Hotwire and the available cable/internet packages. When I contacted Hotwire to set up my service and schedule a technician to come out to deliver the cable box and set up the service, the individual I spoke with at Hotwire provided me with information that was contradictory to what I had previously been given by the management company for [redacted]. I informed the gentleman that I would NOT be setting up my service and would call back at a later time after speaking with the management company. Additionally, I had to order my TV. In late April/early May, the power supply back up for the cable/internet hardware in my apartment went dead and began beeping. I contacted Hotwire to have them come out and fix their equipment. In doing so, I had to provide my name and contact number with my address. The technician came out and replaced the backup power supply battery and all was well; until I received a bill from Hotwire in excess of $225 for cable/internet service from February up through May. Keep in mind, I didn't have service from them, nor did I have a TV yet. I called Hotwire and after spending an extremely frustrating hour or so on the phone explaining that I never activated service, never received a cable box, and didn't have a TV, I was told that when I had initially called back in February, the individual I had spoken to incorrectly put a work order in for my service and instead of cancelling the work order after it was not going to be completed, Hotwire processed the work order. In June, I ordered and received my TV. I also set up my cable/internet through Hotwire (I didn't have a choice in providers). I was told again, at the time that the other incorrect bill had been credited and that the incorrect account had been closed. Yet I received another statement for that account (with a partial credit) claiming that I still owed over $60 for service that I never set up or received. This time when I called I was assured that the matter would be handed directly to a billing supervisor and would be resolved. It should be mentioned that each time I called and spoke with a rep who assured me the incorrect bill on the incorrect account would be resolved, I was also told that the conversation was being logged and noted were being placed in the account so anyone who looked at it could see the progression of things. July, August, September, and I have received a bill for the incorrect service and account. I even gave the technician who came out in September to replace my cable box a copy of the bill who said he would pass it along to the [redacted] Account Rep, [redacted]. So when I received the October bill, I sent an email through the Hotwire site to [redacted] requesting for her to contact me so I could enlist her assistance yet I received no response. I have also asked Hotwire repeatedly to speak with a Supervisor when I call, and I am told that my number will be passed to a Supervisor and one will call me back. I have yet to receive a return phone call from a Supervisor. I do not owe Hotwire this money, they have acknowledged that I do not owe them this money, yet they continue to bill me and add late charges. Outside of contacting the Revdex.com, the only other course of action that I see (besides showing up to their offices and discussing this matter face to face) is to contact an attorney. Please help. Please.Desired Settlement: I want Hotwire to stop wrongfully sending me a bill for service I never received on an account I never opened.

Business

Response:

Ref: [redacted]

Review: I signed up and am currently paying for a 'premium' service which allows speeds up to 30mbps. I have not gotten anything above 15 since joining, and there is a cheaper offering allowing speeds up to 15, why do I pay more for the inexpensive service? I do not know. Also, their sales people are unreliable, rude, and not knowledgeable whatsoever.Desired Settlement: I want speeds up to 30 mbps and a discount or refund for my inconvenience.

Business

Response:

Ref: [redacted]

Review: Hotwire Communications is used by my Apartment Complex ([redacted] Apartments, [redacted] VA - [redacted].com) to provide cable TV and internet services. On 3 scheduled and agreed upon service windows, the Hotwire Communications field technician failed to show up to my apartment to install service. I missed 2 days of work due to service reschedules. I was never notified by either the service technician or Hotwire Communications dispatch that the service technician would not arrive to install service. Service technician finally arrived 2 hours after the 3rd rescheduled service window. Upon arriving, service technician identified himself as a Hotwire Communications employee but refused to provide his full name.

As [redacted] Apartments has a contract with Hotwire Communications, it is my only option for internet and cable TV services. I am unable to take my business elsewhere.

Upon complaining to the Hotwire Communications support line, I was never once apologized to for my inconvenience nor was I offered any service credit or compensation for missing 2 days of work while waiting for a service technician to fail to arrive at my residence. On 3 of these occasions, when asked to speak to a supervisor, Hotwire Communications phone support refused to connect me to a supervisor and instead took my contact information, promising that a supervisor would call me - to which they never did.Desired Settlement: At a minimum, I would like a formal apology and at least 2 months of service credit to my account. It is a small ask considering I missed 2 days of work.

Business

Response:

Ref: [redacted]

Dear **. [redacted],

We appreciate [redacted]’s comments

and concerns and sincerely apologize for any inconvenience that he has

experienced.

I confirm that services requested

have been installed by Hotwire Communications on April 2, 2014. Unfortunately,

due to a scheduling issue beyond our control **. [redacted]’s scheduled appointment

prior to 4-2-14 was canceled without proper notification and we take full

responsibility for this error. For the inconveniences **. [redacted] has

experienced we are providing him with a monetary refund as a token of our

appreciation and for his continued patience.

Again, we apologize to **.

[redacted] for any inconvenience the canceled appointment issue may have caused.

We are open to our customers concerns and suggestions; and we will continue to

actively respond to those concerns and suggestions in our quest to grow and

improve our company.

Please do not hesitate to contact

me if you require any additional information. Thank you.

Very Truly Yours,

Executive Senior Call Center Agent

Hotwire Communications, LLC

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Review: I had Hotwire Communications at an apartment complex which I previously lived in, but on 1/27/14 I purchased a new home. I contacted Hotwire the beginning of January to let them know that I had purchased a home and would like to discontinues services as of 2/9/14. They told me that it would not be a problem and would have someone come out to pick up my equipment, since I had already closed on the home and was moving in over that weekend I requested that the technician contact me via telephone so that I would be available for them to come and pick up the equipment. I was informed that they would out to pick up the box between 9a and 1pm. I stayed at the apartment all morning that day waiting for notification from them and by 3pm I finally contacted them asking when they were coming to get the equipment. They told me over the phone that it was already picked up but I explained to them that the equipment was still in my possession. I was instructed by their representative to take all of my cable and internet equipment over to the apartment complex's office with my name and account number on it which I did. Today I received a bill from Hotwire for $433.11 with a past due balance, but I paid for the entire month of February even though services were cancelled in the beginning of the month. They informed me that I was being charged for the month of March even though they had my account closed as of 2/9, and they were charging me for the equipment even though there is a note on the account the equipment was picked up. Furthermore, even though I have over paid, they will not reimburse me the amount that over paid unless I call back 4/3-4/4 and request it and they will not notify me with a billing statement if an overpayment has occurred. Furthermore they would have continued charging me if I did not call them. These seem like unethical and illegal business practices. I cannot imagine how many individuals they have robbed, especially elderly customers who difficultly understanding billing statements.Desired Settlement: I would like the money that is owed to me to have payment remitted immediately and send to the address that they send the $433.11 bill to: [redacted]

Business

Response:

Ref: [redacted]

Dear **. [redacted],

We appreciate **. [redacted]’s comments

and concerns and sincerely apologize for any inconvenience that she has

experienced.

**. [redacted] contacted customer

service and requested to disconnect her account effective 2-10-14. The

disconnection was completed, but due to a billing system error **. [redacted] was

billed for unreturned equipment. Hotwire acknowledges this mistake and has

reversed all equipment charges from the account.

Again, we apologize to **.

[redacted] for any inconvenience the billing error may have caused. We are open

to our customers concerns and suggestions; and we will continue to actively

respond to those concerns and suggestions in our quest to grow and improve our

company.

Please do not hesitate to contact

me if you require any additional information. Thank you.

Very Truly Yours,

Executive Senior Call Center Agent

Hotwire Communications, LLC

Review: For the past several months, Hotwire Communications has sent me bills on what they noted as an overdue payment of $242.53. After calling customer service to find out what this bill was for (service was disconnected over a year ago), they noted that this was a billing error and that they would correct this and the bills should stop. It has been several months, and at least 3 calls to customer service have been made and I am still receiving these bills.Desired Settlement: Provide a statement indicating that the billing error has been resolved and there is a $0 balance on the account.

Business

Response:

Ref: [redacted]

Review: I just moved into a housing complex that only provides hotwire communications for internet and tv. I was told when I called hotwire that I would be able to play online games if I paid for the 5m internet. I did so and when the technician came the internet didn't work for a week. I've had a technician come two different times and the problem has not been resolved. Since I have had the internet working I have tested the speed while on the phone with hotwire customer service and received anywhere from 1.8M to 2.8M speeds, neither of which are capable of playing online games or even to watching a youtube video. Customer service claims there is nothing they can do to give me the advertised internet speed and refused to to lower my payment to pay for the actual slow internet I am receiving. If I was made aware beforehand of how bad it was going to be I would not have moved to this location that I now have a 1 year lease with.Desired Settlement: I would prefer if they only charged me for the low speed I am getting or provide the advertised internet speed of 5M.

Business

Response:

Ref: [redacted]

Review: Hotwire Communications gave equipment to my landlord and she signed for it without my knowledge. I did not have cable at or after the time of the equipment being signed out by her (I NEVER REQUESTED THE EQUIPMENT OR HAD KNOWLEDGE OF IT OR SIGNED FOR IT) and they put it on my account. I was charged $385.09 in July for equipment that was signed out by my landlord. I was out of the country at the time, so I just paid my credit card bill to avoid late fees. When I returned, I called hotwire right away. I had to call numerous times and tell my story over and over. The supervisor at the [redacted] Office, Jesse, after months of calling and re-telling my story, said that she was going to take care of it. She went back and researched it. She called me right back after I threatened to call the Revdex.com. She left me a voicemail saying that I was correct, that she needed to wait for billing to confirm, and that she would call me back once that happened within 24-48 hours. It has been over a week now, so I called again yesterday and Jesse was supposed to call me right back. I never heard from her again. I called today and had to re-explain my whole story. They finally had Jesse speak with me and she made excuses that she was still waiting to hear back from billing. I could be wrong, but it seems that they just forgot about it. She said that she didn't call me back yesterday at all because she was on the phone, but she could have called me at any time. She also said that even though she said she would call me within 24-48 hours that she didn't because she didn't hear anything. That is poor customer service. She knows how long I have been attempting to get this money back and she knows that it is proper customer service to at least let me know what is going on in the process. It should not take this long to get the money that they owe me for their own mistake.Desired Settlement: I need to have the $385.09 refunded to me for the equipment that I never checked out.

Business

Response:

Ref: [redacted]

Review: MY MONTHLY BILL IS $6.97.

THIS MORNING MY BILL WAS $64.05. I CALLED CUSTOMER SERVICE AND WAS ADVISED

THAT I HAD BEEN RECEIVING AN UPGRADED "DIGITAL FAVORITES" PACKAGE BUT "FOR SOME REASON" HADN'T BEEN CHARGED FOR THIS SERVICE.

NOW, "DUE TO A COMPANY'S INTERNAL AUDIT" THEY ARE CORRECTING THE PROBLEM BY CHARGING MY NOW FOR THAT SERVICE."

THE COMPLAINT IS THAT HOTWIRE COMMUNICATIONS HAS NO CONTRACT NOR AGREEMENT ABOUT ADDITIONAL SERVICES. SURE, AFTER 20 MIN ON THE PHONE THE CREDITED ME BACK THE FEES- SAYING THAT'S ALL THEY CAN DO. I ASKED FOR A SUPERVISOR, GOT NONE, DUE TO HEAVY CALL VOLUME.

AT THIS TIME, THIS COMPLAINT IS MADE BECAUSE I BELIEVE THAT THE COMPANY IS PRODUCING REVENUE FRAUDULENTLY AS THEY ATTEMPTED TO DO WITH ME. (NO WONDER COMPLAINT CALL VOLUME IS SO HIGH).

MY MAKING THIS COMPLAINT TO THE Revdex.com, I AM SEEKING TO HAVE THE COMPANY ANSWER TO PROPER AUTHORITIES ABOUT WHAT AN "INTERNAL AUDIT" LOOKED LIKE, HOW MANY OTHER CUSTOMERS WERE IMPACTED BY THIS "OOPS, WE MADE A MISTAKE" BUSINESS, AND HOW MANY TOTAL CUSTOMERS UNKNOWINGLY ARE GOING TO PAY A HIGHER INVOICE DUE TO NOT LOOKING MORE CLOSELY AT THEIR MONTHLY BILL.

I AM QUITE UPSET BY THIS PRACTICE, AND DO NOT BELIEVE THIS IS A CORPORATE MISTAKE. I BELIEVE IT IS A SCAM TO INCREASE REVENUE ON UNPROTECTED CONSUMERS.Desired Settlement: I BELIEVE A COMPANY CAUGHT IN A SCAM MUST PAY A PRICE FOR THAT SCAM. GETTING CAUGHT AND PUTTING THE CREDIT IN PLACE IS HARDLY A PUNISHMENT FOR WHAT I BELIEVE IS FRAUD.

I WOULD LIKE TO TELL THE HOTWIRE STORY THAT THEY PROVIDED EXTRA SERVICE TO MAKE THE APOLOGY MEANINGFUL.

[redacted] PACKAGE, FULL PROGRAMMING FEATURES AND NO CHARGE FOR SAME FOR THE TERM OF THE CONTRACT WOULD BE MY DESIRED OUTCOME. THEN I CAN LET OTHERS KNOW...AND IT MIGHT JUST HAVE SOME IMPACT, STOPPING HOTWIRE COMMUNICATIONS FROM EVER DOING THIS AGAIN.

Business

Response:

Ref: 10125724

Review: Our addition developer signed an agreement with Hotwire communications for internet/TV service. We were not given any choice in companies. We have had sub par service in the 1 year we have had Hotwire. I contacted them last year about how it took over 2 weeks to get our service and other complaints and never heard anything. In May we got a letter from our HOA stating the contract between the HOA and Hotwire was being cancelled and we could go with other providers. However, they have complete control over the wired cable internet and we can only use them for internet. However, we are able to go back to [redacted] for TV service. However, my issues with Hotwire are that every time I call I get a different answer to my questions, the lost all my paperwork for the "survey" they have to do even though we already have internet and never notified me even though I have called multiple times since physically meeting with a Hotwire representative, and they lie and say everything is [redacted]'s fault not theirs. It took me a month and 6 phone calls to them to finally be able to go from a multi-dwelling unit label back to an individual account. Each time I called I was given a different answer. After speaking to one of the higher up people I still was no where. They do not communicate to their customer service reps what is exactly going on. I am still waiting on finally getting all my stuff over to an individual account. Last night they cut off all service and when I talked to [redacted] they told me it was Hotwire, but of course Hotwire is saying it is them. I have NEVER had any issues with [redacted] in the 4 years we have used them. I was told by the Hotwire rep Max Kliefer that Hotwire was being contracted to install individual dishes (since we currently have community ones) and when I called [redacted] I was told the same. When I called Hotwire this morning I was told "we are not doing that". Thus I called [redacted] back and they are expediting my account so we can get the installation done. This morning Hotwire informed me I had to do a "survey" for my "new" internet service-I was told by [redacted] that it was subcontracted through [redacted] and now is being transferred over to Hotwire (but I have learned I cannot trust anything from ANYONE from Hotwire). My issue here is on May 27 I got a call to do this survey and I actually went over to our community clubhouse and met with a representative to do this. This morning I come to find out all my information is missing! I was never notified thus my "new" internet installation still has not happened. The lady ,[redacted], who I talked with today and at the clubhouse told me she has no idea how it got lost and told me she couldn't have done it and lost it but I know it was her when I talked with her and described the lady I talked to she said "yes that was me". She stated that this is not the first person whose survey information was lost! I'm so frustrated and angry with this company. The internet service is over priced and still is crappy and not what we were told we were getting (we will be paying 39.99 after six month reduced rate of 29.99 for 25Mb of download and 5Mb upload-this morning I had 5.84 Mb download and .99Mb upload). They control our entire neighborhood market, and never take the blame for their mistakes, and cannot give the same answer twice. I absolutely hate this company and will NEVER recommend them again. Unfortunately we have no other choice right now since we bought our house and I cannot wait until we get new orders and move and never have to deal with them again. There are so many complaints about them it is affecting the selling market in our addition too because new buyers don't want to deal with them.Desired Settlement: I would like to get the promised product service.

Business

Response:

Review: Hotwire Communications purchased a contract to exclusively provide our community with voice, data, and video serviced from Connexion Technologies. Following the transition, Hotwire provided a 1-800 number for customer service and our community was told to contact that number for all technical difficulties.

Hotwire provides [redacted] service directly, and sub-contracts [redacted] to provide the voice and data services. Hotwire refuses to take service calls for voice and data, yet the contract requires them to provide technical support and manage the sub-contractor. Hotwire has provided unclear instructions to report service difficulties and the result is that they can not track the performance of the sub-contractor and hold them to the required level of service.

Since Hotwire is paid by the HOA and individual customers must pay HOA dues, the option of canceling service is not available as recourse to inadequate service.

It appears that Hotwire purposely makes the process convoluted and confusing to avoid their contractual obligation to provide a defined level of service per the contract with the community as this has been brought to their attention several times at multiple levels and they make no attempt to remedy the situation.Desired Settlement: Hotwire needs to define the process by which the end user contacts customer service to report a service difficulty and make certain it gets followed by their customer support staff. Additionally, Hotwire needs to immediately address all services for which they are non-compliant with the contracted level/quality of service.

Business

Response:

Ref: [redacted]

Dear [redacted],

We appreciate **. [redacted]’s comments

and concerns and sincerely apologize for any inconvenience that he has

experienced.

On April 23, 2014 our

vendor [redacted] experienced a network outage that resulted in no data

service for the property where **. [redacted] resides. The outage was detected by Hotwire

Communications Network Operations Center and escalated to our vendor [redacted] to investigate the matter. We received confirmation from [redacted] on

4-23-14 confirming they were able to resolve the issue and data service

restored for the property. This network outage was beyond the control of

Hotwire Communications and during this time **. [redacted] contacted Hotwire

Communications customer service and was informed we are aware of the outage and

we are working with the vendor for a resolution to restore services.

I have spoken with **. [redacted]

regarding his concerns about the contractual agreement we have with his

community and will continue to follow up with him regarding any new changes.

Again, we apologize to **. [redacted] for

any inconvenience the data outage may have caused. We are open to our customers concerns and

suggestions; and we will continue to actively respond to those concerns and

suggestions in our quest to grow and improve our company.

Please do not hesitate to contact

me if you require any additional information. Thank you.

Very Truly Yours,

Executive Senior Call Center Agent

Hotwire Communications, LLC

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: In July, 2014 I cancelled my subscription with Hotwire Communications. I returned the equipment which consisted of three converter boxes and three remote controls directly to the [redacted], Florida branch. Upon returning the equipment I was issued a receipt for the return of same.

As of this date I am still being charged a fee of $924.86. This account is showing as seriously delinquent. I have made numerous attempts to have this charge removed from my account.

I have all my emails to the "Live Chat" as well as to the company's representative: Paul W[redacted] and the receipt for the equipment. I am more than willing to remit to the corporate office a copy of the correspondence.

After two months of emails and phone calls I am extremely distressed. The communication lacks in all areas!

Thank youDesired Settlement: After two months of struggles and due to the undue stress this has caused I am requesting that the bill be cancelled in full.

I do not want any further communication with Paul W[redacted].

I would like a phone call from the corporate office and/or Kristin Johnson.

Business

Response:

Ref: [redacted]

Review: I am paying for internet services of 5/1 Mbps. And on a day to night basis, every week I am only getting less than 1 Mbps. I have had multiple technicians come to my home to fix the issue to no avail. All I want is the speed I am paying for. Or at least something close to it. A refund for the past 3-4 years Ive had the services would be nice. But I am more interested in becoming a satisfied customer than an angry one. So please I am begging you, please give me 4 Mbps. I just want to be able to watch my netflix. Its the only thing I have that I really enjoy.Desired Settlement: I want delivery of the services that I am paying for.

Business

Response:

Ref: [redacted]

Review: I have received (5) bills from this company I called and told them I have never had these services. I sent one invoice back written on it in large print that I do not owe this as I have never had services with them. I continue to receive bills stating you owe $128.16 dated 1/15/13 for services. I have never had services with this company.Desired Settlement: Clear my name from their records.

Business

Response:

Dear [redacted]:

Review: Multiple times I had scheduled a tech to come to my apartment, sometimes missing a class to do so. They were supposed to come to check out my internet issue, as the service I am paying for is supposed to supply "up to 30Mbps" for the internet service, however on average I will get close to 5, and the highest it has ever been was 12. For all of the instances, they decided to either not show up or to arrive, do work, leave, and not tell me that they came or what they did. I had to call to find out that someone did in fact arrive and "did work". I put "did work" in quotes because I have seen absolutely no improvement in my internet connection each time.

I know that I should not expect 30Mbps, but I should not be getting an average of 5. At times, it has even close to 0.5.Desired Settlement: I want them to fix the internet. I am outraged that they still feel that charging $60/month for this "service" is acceptable. I am willing to pay it if they actually provide it, but until they do, I have some other settlement options.

1. If I am only receiving 1/6 of the service advertised, I should only have to pay for 1/6 of the service. You shouldn't have to pay for a foot-long just to get a 2" sandwich.

2. I want them to EXPLICITLY state on their website that the 30Mbps service will provide, on average, 5Mbps.

Business

Response:

Ref: [redacted]

Review: Our HOA contracted with Hotwire to service/transition over phone, internet, and tv services from a different service provider via a letter to me dated July 18,2014. Since then I've made numerous calls to customer service (all documented) to install internet and fix tv connection. I would request install on Fridays or Saturdays as those are the only two days I'm off work. Hotwire set date requests but tech would change install day to Tuesday or Thursday. On my five reschedule call in, hotwire finally said the "service manager only has the techs on the property on Tuesdays and Thursdays with the latest from 4pm-6pm. You will have to make arrangements". I called Revdex.com in Washington, D.C. On08/09/2014 and was given Erica M[redacted] as the contact at Hotwire to resolve before filing. I called Hotwire on 8/09 and attempted to connect with ms M[redacted]. She has no voicemail, no extension, and is emailed via the cuts Svc reps. I left my message and have called back four more times to resolve my installation/transition. Today 8/26 I called back in and spoke with David after asking for ms M[redacted] and he said the "service manager says installs are Tuesdays and Thursdays, no exceptions period". I find it extremely frustrating to pay bills on time even though I am tied to a poor company via a uncaring HOA for vital services as phone, internet and tv. It's a shame that a service company puts it's customers last "no exceptions".Desired Settlement: Either install internet and fix tv connection or refund ongoing bills paid for no service

Business

Response:

Ref: [redacted] Dear [redacted], We appreciate [redacted]’s comments

and concerns and sincerely apologize for any inconvenience that she has

experienced. I have spoken with [redacted]

through several email correspondences and confirm we are accommodating an

appointment that will coincide with her scheduling needs.

We provided an appointment for August 30th, 2014, but unfortunately

this appointment was declined by [redacted]. We currently have the

appointment rescheduled per [redacted]’s request for September 5, 2014. I

will continue to monitor the appointment and also follow up with [redacted]

to ensure all her concerns have been fully addressed. As a courtesy, we are

providing [redacted] with 2 complimentary months free of her internet service

and waived all installations fees for her inconveniences.

Review: Continuous interrupted service over several months resulting in loss of income from home-based business. Multiple service calls have failed to resolve the daily service interruptions.Desired Settlement: Acceptable Internet service or release our HOA from its exclusive contract so I can seek better service from another provider.

Business

Response:

Dear **. [redacted],

Review: Hotwire Communications provides my communities internet service. Multiple outages occur. My system never reboots after the internet service is restored. However, all of my neighbors internet is automatically restored. I have been complaing about this for years with no results. Also, the company never, unless after multiple calls, calls me back. Every time I ask for a supervisor, I'm told they are in meetings. When I do get a supervisor or leave a message - they do not return the call. Also, when my complaint is sent by a supervisor to their superiors ( Karen W[redacted] and others I have been told were apprised of my problem) the superiors do not even communicate back to their supervisors. All of this info is in their records ( notes from my calls). I am definitely not satisfied with Customer Service department.

Sincerely, [redacted]Desired Settlement: I want the internet service to my home to be fixed so that I do not have to re-set my modem every time. I never know when the internet service is restored because their recorded message is left on, at times, up to 12 or more hours saying that the service to my community is still out. This forces me to keep trying to reset my modem in hopes that the service is up and running. I want automatic reconnection like all others in my community get.

And, I want better communication with Customer Service. Currently, my last promise from a supervisor for a call back to me has now gone 5 days with no call back. This occurs everytime I have asked for a call back except once.

Business

Response:

Ref: [redacted]

Review: My current cable service suffers from constant interruptions when its windy.

My current cable service suffers from interruptions when its windy. This has resulted in almost all of my recording having gaps due to loss of signal. Recently, one of your technicians called me unexpectedly in order to change out my receivers. After talking with him, he confirmed that my receivers where fine and that the problem is not with any of the equipment inside the condo.

As per the service contract, I pay for 24/7 service that is uninterrupted. Currently, this is not the case.

Best regards,

[redacted]Desired Settlement: I am asking for a $25.00 credit on this month's bill due to the amount of interruptions in my cable service.

Business

Response:

Review: Cable service Hotwire has been at my house 3 times over the past year to fix issues with signal going in and out last tec at my house said it was on going problem in development old fieldsI stayed home on friday waited on tec to show up [he did not ]it is saturday Hd Channels are going in and out we pay for HD Channels That never seem to work.we pay our basic cable through hoa then pay over $50 for extraI just want them to say they can fix it and when it will be fixedDesired Settlement: I want to watch my Hd Channels Why have A hd tv if Channels dont come in They charge me for service that I don't Get

Business

Response:

Dear [redacted]: