Hotwire Communications, Ltd.

Review: My internet service has been down for 3+ days. Every time I call tech support for help, I am asked by a representative for my name and number for a return call. I never get the return call. This is unacceptable as my service issue is not being addressed. This is a regular occurrence with Hotwire Communications and unacceptable.Desired Settlement: I request a phone call from Hotwire communications and a prompt addressing and repair of my issue.

Business

Response:

Ref: [redacted]

Review: They continue to make excuses concerning the horrible tv service they have recently installed in our community. The reception has been horrendous since day one and it appears that this company is not capable of rectifying the situation after dozens of calls and complaints.Desired Settlement: Fix the poor reception immediately!!!

Business

Response:

Ref: [redacted]

Review: On 7/3 I noticed several channels not working correctly. On 7/10 I reported to customer service and was promised tech service on 7/11, no one showed. On 7/12 I again reported the problem and was promised service the next day, no one showed. On 7/16 I reported the problem to [redacted], he annotated my account and promised tech support, no one showed. On 7/17 I reported again and asked that my account be checked rather than describe the whole problem yet again, a surly rep argued that I must tell him the problem and said he could not help me because I wouldn't listen to him. I asked for a supervisor, was put on hold for another 5 minutes, then told that a supervisor would call me back in 15 minutes, that was at 8:30 PM on Wednesday 7/17. No one called.

This is a repetitive problem both technically, and with customer service with this company. We are the only condo they service in [redacted], FL and they have us tied to a 10 year exclusive contract, so we get no service. They should prvide a key to their head end computer for the condo management to reboot the receiver if their technicians are not going to show up the next day, or they should release the 10 year contract, or they should lose their license in [redacted].Desired Settlement: Prorate my bill for more than 2 weeks of incomplete service, correct the problem, apologize for the complete lack of customer service, and make arrangements to correct this recurring problem in the future.

Business

Response:

Ref: [redacted]

Review: I am required to utilize Hotwire's services (internet and cable) due to the lease at my apartment complex, [redacted] Apartments. I have utilized Hotwire for over a year now and have had nothing but issues with their customer service. The service routinely goes out for no apparent reason; when calling to have someone "reset" the modem, the phone call typically takes 20-45 minutes before the service is restored and the reps usually state that they have to send someone out (which means that the customer has to take off from work and sit around all day); if you refuse to do this, they will reset the modem remotely and have the problem resolved by the time you get off the phone. The customer service reps generally have little idea how to rectify the issues and continuously will place you on hold. As of recently, Hotwire is doing an "upgrade" at our apartment complex and has told us all to call and schedule appointments for a technician to come out and switch out our cable boxes. I called the number provided and scheduled an appointment about a week ago for someone to come out tomorrow morning (9/15/2014) between 8am and noon. I received a voicemail today (9/14/2014) stating that Hotwire needed to reschedule and I needed to call them back. 45 minutes of being on hold later, no one at Hotwire can tell me what is going on, when they are actually coming, why they need to reschedule, who to talk to in regards to rescheduling, etc. I have taken personal time off from work tomorrow already (which is not easy for me to do) and now don't know if anyone is actually going to show up and I can't get Hotwire to get their selves together enough to give me a straight answer. I keep getting passed from one person to another and put on hold and rescheduling at this point really isn't an option since I've already taken leave for tomorrow. I am so tired of getting the run-around from these people and just want them to provide the service to us that we are paying for. I am being told that, if I don't have the box switched out by the end of September, I will no longer receive service yet will have to continue to pay.Desired Settlement: 1) I would like Hotwire to correct their customer service situation so that issues are resolved quickly and properly the first time around and so that the customer does not need to hold on the phone for extended periods of time.

2) I would like Hotwire to honor their appointments and appointment dates and times for their technicians to come out to manually repair/restore/upgrade service.

3) I would like Hotwire to recognize that the customer's time (especially time that is taken as leave from work so that their technicians can come out for services that Hotwire deems mandatory) be respected and valued and, if Hotwire cancels or fails to show for an appointment within a reasonable period of time, Hotwire reimburse the customer for time lost from work.

Business

Response:

Ref:

Dear

[redacted],

We appreciate [redacted]’s comments and

concerns and sincerely apologize for any inconvenience that she has

experienced.

As

of September 18, 2014, the installation schedule for the [redacted] equipment

upgrade was delayed. Unfortunately, due to unexpected technical issues we were

unable to convert [redacted]’s MFH3 system at that time. Installations will

be available to begin on Tuesday, September 23, 2014. [redacted] will not

lose service on the previously communicated shut off date of September 30th.

Hotwire and [redacted] will work diligently to convert all residents as soon as

possible. Additional information will be provided to keep you informed of our

progress. We have crew’s onsite working round the clock making the required

adjustments to prepare and ensure a strong system is created for you

Again, we apologize to [redacted] for any

inconvenience the scheduling 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,

Erica

M[redacted]

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:After sending my initial complaint to the Revdex.com, I was finally contacted by someone at Hotwire to reschedule the appointment that was initially cancelled last minute by Hotwire. The appointment was rescheduled for Saturday, September 20, 2014 between the hours of 12noon-6pm. No one from Hotwire showed up for the appointment and no phone call was made to communicate that this second appointment would be cancelled. This again, was a waste of my time and is very disrespectful of the customer. Thus, the issue has continued despite Hotwire's response and false guarantees. While I understand that Hotwire has now delayed the mandatory upgrade, this entire charade will now have to be completed yet again...me calling Hotwire and having to sit on hold for an extended period of time, me making yet another appointment, me wondering if Hotwire will show to this third appointment. This is nothing more than poor customer service and I am not inclined to accept a generic reply from Hotwire that the issue will be resolved. Nothing that Hotwire has done thus far has indicated their desire to improve their customer service and improve communications with customers. I would like some guarantee that my time moving forward will be respected, that Hotwire will keep their appointments, and that we can all move forward in a professional and trustworthy manner.

Regards,

Review: We have had nothing but problems with this company. The cable service is terrible and the customer service is even worse. Currently I am without internet or tv service for the past two days. I would get rid of the service but it's included in my townhome community.Desired Settlement: They can pay me for a whole year that I have had terrible service with them.

Business

Response:

Ref: [redacted]

Review: We purchased a home in January 2013. We are under an HOA. Their ISP provider is Hot Wire Communications. At the beginning I had issues getting my internet installed. I work from home in customer service and must have reliable internet services. I also attend school online (distance learning) and required reliable internet services. Suddenly since 11 November 2013 during the hours of 8PM and 10PM EST my internet speed drops down to almost half of 1MBPS or I lose internet connection completely, causing me to miss out on work because I cannot connect to the internet. I have called them almost every night since 11 November 2013 with no results. Today, 19 November 2013, I have spoken to two reps who hung up on me after I requested a supervisor to resolve my issue. I have lost almost 14 hours in pay due to their constant outage during this set time frame. They state they give me a credit which does not amount to my pay which is $9 an hour plus commission since I work in sales. What they do not understand is having internet is important for me to be able to work since I am employed to work from home and I need it for going to college. Hot Wire their customer service is very poor and it see** like they lack knowledge in their services. As a customer service representative myself, I do not see how they remain in business. As a CSR we are suppose to help our customers and if we cannot assist, then get a supervisor. Their excuse is I have to wait 2-4 hours for a supervisor to call me. I do not have that time because I am suppose to be at work night on the phone dealing with them to resolve something that should not be happening. At my job we do not make customers wait. Since we have an HOA we have no other alternative for services which I feel is not acceptable. Since I lost hours due to a problem not caused by me, I want to be reimbursed for my hourly pay times 14 hours and I want my services resolved. I have screen shots of my connection speed and it is nowhere near the speed I am paying for, 15 MBPS.Desired Settlement: Need to be recoup for down time from my work at home job with my employer due to unexplained and unresolved Internet outage of $126 if not more.

Business

Response:

Ref: [redacted]

Review: The service that I have purchased from Hotwire has been atrocious in the short relationship I’ve had with the company. Over the months of September and October 2013, I have called more than 10 times due to technical issues with equipment and horrendous service from the local technician in [redacted]. I’ve had the receiver equipment in my living room replaced 3 times in the past two months due to varying technical issues that were beyond my control. The local technician was very unprofessional in person, by taking personal phone calls while allegedly working to solve my technical issues, and overall not exerting the level of professionalism that I, or any other customer should be accustomed to. Second, in having these various issues, I’ve been told by customer representatives that my bill would not include ANY instillation costs, and would be pro-rated for the full service I did not receive during these technical difficulties. I received my first invoice on October 3rd, stating I owed $446.92, which I am currently disputing. I have already attempted to resolve this problem by calling Hotwire numerous times to resolve the dispute of my invoice. FOUR TIMES I have called within the last 3 weeks and asked to speak to a supervisor about the dispute, and each time I’ve been told that a supervisor would call me back. As of November 14, 2013 I have not received ONE phone call from a supervisor to discuss the invoice. Matter of fact, I called Hotwire November 7, and was told that a supervisor had credited ambiguous amounts to my invoice (which still aren’t sufficient) without even talking or discussing the matter with me.

As of Novembver 14, my service has been shut off without ONE phone call from a billing supervisor which has been promised several times.Desired Settlement: 1) A high-level officer or manager contact me directly to discuss the situation and how to remedy it.

2) Mutually agree upon the correct amount to credit my account.

3) Provide the necessary customer service to your customers that is required of a competent utility company.

Business

Response:

Ref: [redacted]

I was so relieved when I moved into my new building and realized that I would not have to deal with Comcast anymore, because my new building had Dish Network throughout run by Hotwire Communications. Hotwire Communications is one of the most difficult to work with companies I have ever encountered. Trying to go around Hotwire and deal directly with Dish Network has been no better. Neither company's customer service representatives seem to have a good understanding of the technical capabilities of the receivers and remotes that customers use to access their services. I would advise anyone who has a choice not to use Hotwire Communications or Dish Network. The technology is substandard, and the customer service is worse.

My black box was picked up on mid-July 2015, and it is now Sept 9, 2015 and no refund yet. Was now told I had to wait until final billing date of Sept 22, 2015 and then it would take 6 to 8 weeks for refund. NOW...DOES THAT SOUND LIKE GOOD CUSTOMER SERVICE.

Review: The Internet, provided by Hotwire Communications LTD in my apartment building is not working. A tech has been sent to our apartment to address the issue 5 times and the problem isn't resolved. Between my wife and I there has been appx. 20 call made to Hotwire and no resolution has been made. This problem has persisted since November 11, 2014. I am an officer in the US Army and this negligence is impacting my ability to do my job. I have requested to talk with an adviser on five separate occasions and was only able to reach an adviser once. There has been noticeable negligence in handling this issue on the side of Hotwire Communications LTD. I have been paying for this service since November 11, 2014 and have not received what I am paying for.Desired Settlement: I would like functioning internet and a written apology for the negligence of Hotwire Communications LTD as well as a written assurance that this problem will not continue. I would also like to be refunded for the service I have paid for and not received.

Business

Response:

December 15, 2014

Ref: [redacted]

Dear [redacted],

We appreciate [redacted]’s

comments and concerns and sincerely apologize for any inconvenience that [redacted] has experienced.

The internet service is now

working correctly. The customer has been issued a credit as courtesy.

Again, we apologize to [redacted]

for any inconvenience the service issues 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.

Best Regards,

Renee W[redacted]

Executive Senior Call Center Agent

Hotwire Communications, LLC

Review: I live in the [redacted] community which is still under development. Apparently the developer made a deal with Hotwire which forces residents to use their services/pay for it even if we do not have it (this was something that we were not told before buying our home). The first issue I have is when I bought my house over two years ago I was not told that it was mandatory that we had to pay for their service to my understanding it was expressed as if it was an option. Even though I did not have their service I was still forced to pay for the service and when I tried to setup the installation I was stood up 3 times. When I confronted the company about the issue and about being forced to pay for a service that I did not have, I was reimbursed for some of the features but not all. My house did not have the infrastructure at the time and because I complained about receiving a refund they came and installed it to my house when I was not home so I would have to pay for having it. Then I called to complain about them working on my house without my knowledge and/or permission and the fact that they could install their infrastructure but not my services. Later I received internet but still no cable and was not reimbursed for the cable even though I was told it would be taken care of. Several complaints have been filed by the residents in the community but nothing has been done. We originally had to pay for the service through our HOA but because of the complaint load they separated the services fees so now we have to go through the company directly. We were given the option to use other cable services but are only allowed to use Hotwire for internet. I recently found out today even though we are allowed to use other cable services Hotwire blocks their equipment from accessing the internet so we cant us the full services of the other companies. All that tells me is for me to get all the access I want I have to use only Hotwire and even then I wont be getting exactly what I want. I want to know a company can demand we pay and use their service when they cannot fulfill/satisfy their customers request. I am currently still waiting for the refund that [redacted] said they processed with Hotwire for repayment of the cable services I had to pay for but did not have.Desired Settlement: I would like a refund for the services I had to pay for but was not receiving and for the internet to be unblocked from outside sources to use ie Dish so that I can utilize their equipment and all its features. We were told we did not have to use Fision (Hotwire) for cable purposes after they separated from the HOA ([redacted]) but Hotwire is making it impossible to use all the features that I pay for by not allowing my Hopper device to access the internet.

Business

Response:

Ref: [redacted]

Review: Repeatedly receive bad billing invoices.

Boiler plate response from Hotwire and no resolution.Desired Settlement: Corrected billing stmt and error free service.

Business

Response:

Ref: [redacted]

Dear [redacted],

We appreciate [redacted]’s comments and

concerns and sincerely apologize for any inconvenience that he has experienced.

Please allow this letter to confirm we have reversed

all unreturned equipment charges billed to [redacted] in error. We also confirm

all cable equipment has been returned and received into our warehouse

inventory. I have spoken with [redacted] via phone regarding his account and

billing concerns.

Again, we apologize to [redacted] for any

inconvenience the billing issues 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,

Erica M[redacted]

Executive Senior Call Center Agent

Hotwire Communications, LLC

Review: I've had hotwire service in my apartment for about a year and two months now. Not by choice but because our building has a contract with hotwire which has left me with no other options. I have NEVER been unhappy with a cable or internet provider , but I have NEVER been happy with hotwire. It took about two months for internet to be installed and the basic cable although installed still does not work. Rather than providing solutions repair technicians have provided excuses such as "all the corner units have problems with cable" or "the sound will work on regular cable but not on HD". And this is when I am able to get a technician. It has been three times now that I have scheduled for a technician to come, taken off work for the scheduled time, and waited for the technician to come the entire time only to be told that "the technician said he knocked and no one answered". This past time I left my door open , but the technician still claimed that he knocked and no one answered. My internet has now not worked (Ethernet or wifi) for over a week and the appointments and reschedules are always several days apart which can be frustrating. The internet is extremely sluggish. Videos can not be streamed with out pauses, and I have paid for months of glitchy internet.Desired Settlement: I'd like a refund for the high speed internet I've been paying for and not receiving. I'd also like a technician to actually come out to my apartment and fix the internet and cable for good so I can actually pay for the super fast internet hotwire claims it has.

Business

Response:

Ref: [redacted]

Review: This complaint is a result of Hotwire Communications failing to remove a charge for equipment after repeated calls and promises to take care of the situation.

The situation has its origins Last July when I terminated service with Hotwire at my then address, [redacted] ([redacted]). At the time of termination I was informed that I needed to either mail or deliver the three receivers I had to the Hotwire location in [redacted]. I was further informed that it would be better to mail the receivers in.

I mailed in all 3 receivers together. Hotwire has only removed 2 of the recievers and is attempting to charge me for the 3rd one. I have called on several occasions and every time I get the same spiel: they tell me they're going to submit a request to double check for that piece of equipment and that they'll call me back. The office in miramar never responds to their requests and I'm the one stuck getting a past due bill for $195.04.

I have called hotwire on the following occasions in an attempt to resolve this issue:

11/27/2012

1/8/2013

2/22/2013

3/7/2013

4/30/13Desired Settlement: I would like for hotwire to finally credit my account for the $195.04 and finally close the account.

Business

Response:

Dear [redacted]:

Review: I am posting a chronological account of what happened when I experienced a service interruption with Hotwire Communications. Dates and times are supported by my phone call records. As background, I live in an apartment complex and Hotwire provides the internet service and acts as a provider for [redacted]. They run the cable into your apartment, which is then split into 2 signals (data and video) by an HDNA (sometimes HPNA) box. With these boxes, it’s pretty much all or nothing…you either have full tv/internet or you have nothing. I have omitted a few names which will be provided to Hotwire, but chose to keep the names of a few outstanding reps for recognition and guidance should any of you experience similar issues.

Tuesday 9/16 – 8:57pm – I lose all service. I call Hotwire and after an 8:55 (8 minute, 55 second) call, they have bounced the port which seemed to restore the service.

Thursday 9/18 – 6:43pm – I lose service again. I am placed on lengthy holds while they try to resolve. Steps included unplugging my HDNA box for 15 seconds and plugging back in, and them bouncing the port from their end. Call lasts 42:46. They tell me that they’ll have to dispatch a tech and that I’d get a call on Friday with when they can schedule an appointment.

Friday 9/19 – 6:08pm – Upon coming home from work, I see a tag on my door saying “Sorry we missed you”. But I notice that the tv and internet are working. I call anyway to ask why I wasn’t notified of the tech coming, and to see if he fixed the issue by working outside of my apartment. They went ahead and “rescheduled” the technician (which was never scheduled in the first place) for Tuesday and told me to call if it was still working and they’d cancel the visit. Fair enough. Call time was 10:32.

Friday 9/19 – 9:49pm – Service goes out again. I call and ask if the service call can be moved up, to which they say that dispatch only works 9-5 so there isn’t anything they could do for me. Try calling back tomorrow.

Saturday 9/20 – 5:07pm – Service was working for a long time, but eventually went out. They once again bounced the port which seemed to bring it back up again. They said the technician would move me to a new port to hopefully resolve the issue, as they were seeing “hundreds” of error codes on that port. Call time 22:00.

Sunday 9/21 – 1:11pm – Even though it was a Sunday, I call to see if I can get my appointment moved up since the service kept dropping in and out. It would stay up for about an hour, then drop for appx 2 hours. They said dispatch didn’t work Sundays and my appointment was for Tuesday.

Tuesday 9/23 – 2:02pm – I receive a call verifying my appointment for 3-5 which I confirm and then head home to meet the tech.

Tuesday 9/23 – 3:00pm – The technician, MJ, is prompt and on time. Nice guy who does some troubleshooting and determines that the problem is with the HDNA box located at the IDF port. He says he moves my port to a new one and also replaces the box. Service comes back up and things seem fine. He spent no more than 30 minutes resolving the issue.

Saturday 10/4 – 2:18pm – Service goes down again during an awesome college football weekend. I call and hear that “IDF boxes 4 and 11 have went down, affecting 30-60 users, we are trying to troubleshoot and resolve remotely”. Call time was 6:00. I then headed out to do some errands.

Saturday 10/4 – 4:32pm – Receive a follow up call stating that my service should be back up and running. I could not verify but felt hopeful since I received a call back from them. Call time 2:39.

Saturday 10/4 – 5:34pm – Came home and there was no service. Called Hotwire and there was a “heavy volume of calls” so I chose to run errands, fix dinner and then revisit, kind of thinking maybe this was a bigger problem. Call time was 2:02

Saturday 10/4 – 8:16pm – With service still out, called to report the outage and learned that I was the only one down. The rep tried to troubleshoot but had no luck. Said he’d put me on the list to get another service call and that I’d get a call on Sunday with a time they would be out to fix my issue. Call time was 23:13.

Saturday 10/4 – 8:47pm – Received a call from Christine with Hotwire who was very apologetic and tried everything to get me up and running with at least one box. We did a ton of troubleshooting and she eventually thought that one of my HDNA boxes was bad (cause she could see them, but they’d fail) and really did an awesome job trying to help out…but I remained without service. Call time 20:59.

Monday 10/6 – 9:02am – I get a call from Hotwire saying my service call is scheduled for Tuesday October 7th between 3-5pm. I raise a bit of a fuss and try to get my call for that day, since I’ve had numerous issues but the rep doesn’t help and I’m stuck with my service call time. I actually receive a Hotwire generated e-mail stating my service call window. Call time was 9:02.

Tuesday 10/7 – 2:00pm – I leave work in anticipation of my 3-5 service call time. I live 35 miles from work and it normally takes 40-60 minutes to get there.

Tuesday 10/7 – 4:40pm – I had arrived at my apartment around 2:45pm so I knew I didn’t miss a tech visit. I place the call at 4:40pm to simply get a status of where the tech was located. Upon calling, I’m told that “oh, we have you scheduled for Wednesday between 3-5pm”. Gotta admit that at this point, I am frustrated..but not rude. I tell them, “no, I was told on the phone, and I have an e-mail stating they’d be here now…I want someone here now”…to which I end up getting a “we have no technicians in the area”. I tell them “I know you have techs in the area, you’re just refusing to have them come out..get me a supervisor”. I’m placed on hold and eventually get a “we contacted the tech in your area but it went to voice mail, I’m sorry but your appointment is tomorrow from 3-5?. I get repeated “I’m sorry, but in the system your appointment is tomorrow” and then I begin to flip out. They first lied to me about the appointment time, then they lied to me about a tech being in my area. At this point I do not know what to do. I repeatedly ask for a supervisor and I’m placed on hold, to only have her come back and say they are busy. She says “we are crediting you for your days out of service as well as a $25 customer courtesy credit”. Well, they’re gonna credit me for days missed regardless…and now they are saying my work time missed is worth $25? She eventually gives me a WRONG number for her supervisor and I hang up the phone in disgust. Total call time was 48:06. Really wish I had that call recording to playback for everyone.

Tuesday 10/7 – 9:45pm – Took time to calm down and then call back to get some explanation. Ended up speaking to **. Arthur who was everything you’d want a supervisor to be. Apologetic, empathetic and seemed to actually care. He wanted the original e-mail, wanted to try and fix the broken system and I feel really wanted to help. He escalated service calls and got it to where a tech would come back out between 3-5 on Wednesday. Call time 30:49.

Wednesday 10/8 – 3:40pm – Left work again at 2pm to get home by 3pm. Tech shows up and identifies problem with the bedroom HDNA box. He goes ahead and replaces both boxes (bedroom and living room), service seems to be working fine and he leaves.

Wednesday 10/8 – 8:17pm – Service is out again. I call Hotwire and after getting through the menus hear that “heavy call volume” estimates my time at 18 minutes, I hang up. Call time 5:14.

Wednesday 10/8 – 8:25pm – Still out, I call Hotwire. Cust Service rep goes through the normal procedures and says that the techs have no issue with the port but can’t see the boxes in my apartment. He schedules yet another service appointment. I ask to speak to **. Arthur and he gives him my call back number via IM. Call time 42:07.

Wednesday 10/8 – 9:07pm – **. Arthur calls back. He escalates everything as much as he can. Nice to talk to and I genuinely feel he’s trying to help. Says I will get a call by 9:30 tomorrow. Call time 6:54.

Thursday 10/9 – 9:00am – I am up and showered, expecting an early service call (yep, missing work yet again). I happen to look out the window at 9:15am and see a Hotwire truck close to my door…so I feel hopeful. I look out again around 9:30am and the truck is gone.

Thursday 10/9 – 9:32am – Place a call with Hotwire inquiring the status of my service call. She says that she can get a tech back to me within 25 minutes..was I at home. LOL. I say yes, she places me on hold and in 2 minutes the original Hotwire truck shows back up. She comes back on (once I’ve greeted the same guy who was here yesterday) and says the tech should be there within 20 min to which I tell her “he is already here”. Call time 22:42.

Thursday 10/9 – 10:30am ish – Technician ends up replacing the HDNA box at the IDF bank once again. Service immediately comes up.

Sooooo….my service went out on 9/16/14 and I have it restored as of 10/10/14 and it took the following:

17 phone calls totalling over 5 hours, 8 minutes and 16 seconds…4 missed half days of work….close to 7 days of total down time in my home (and I do work from home)…2 HDNA boxes at my IDF box…switching an IDF port…4 HDNA boxes in my apartment.

So we last left off with the following from my previous dealings with Hotwire

Sooooo….my service went out on 9/16/14 and I have it restored as of 10/10/14 and it took the following:

17 phone calls totalling over 5 hours, 8 minutes and 16 seconds…4 missed half days of work….close to 7 days of total down time in my home (and I do work from home)…2 HDNA boxes at my IDF box…switching an IDF port…4 HDNA boxes in my apartment.

Well things worked swimmingly for a whole 6 days until this morning, so let’s pick back up the unbelievable ordeal…

Wednesday 10/15 – 7:43am – After noticing that my internet and tv were both down again, I once again called Hotwire to have them send a tech out. The Cust Support person was extremely nice and supposedly escalated everything (making me wonder what the heck they’ve written about me on their notes). Took 12:12 and he said I’d get a call on when someone would be out today.

Wednesday 10/15 – 8:43am – Received voice mail and e-mail stating they would be out between 3-5 today. Yep, here comes another half day missed from work.

Wednesday 10/15 – 3:20ish – Anthony shows back up and discovers that the port was completely down. He moves the port and replaces all HDNA boxes once again. He leaves around 3:50 after verifying everything was working

Wednesday 10/15 – 4:48pm – I lose both tv and internet once again. I immediately call customer service and speak to Mahogany. She apologizes (imagine that) and I go through the lengthy hold process only to hear that I will get a call when someone can come out. I say that’s unacceptable and want an answer while on the phone, I want the tech who was here one hour ago to get his butt back and fix it. She comes back after another lengthy hold and explains that the Field Tech Manager has been notified and I’d get a call back for sure with when someone would come out, even if Mahogany had to call herself. She verified my phone number. Call time 33:40

Wednesday 10/15 – 9:15pm – Haven’t received a call from anyone. I call requesting to speak to a supervisor. Got Nina (cust svc) on the phone and was placed on hold (to which they always say ‘i’m sorry about the long hold time’…I no longer need their scripts)… she eventually came back and said a technician would be out tomorrow. I told them I would not be here, they can get with an office manager to let them in as I can no longer miss any more work time. She stated it showed that there was a bad IDF box (no st). I requested that they do more than replace my boxes, maybe put me on an entirely different IDF box. Anyway, I’ll receive a call tomorrow with when the tech will be at my apartment. Call time 18:20.

…To Be Continued…Desired Settlement: I want the Internet and [redacted] that I pay for. I've missed over 9 days of work (both off and on hours)..taken 4 half days off to meet technicians (and there will be more). I make $200 a day when you break it down ($75,000 salary)...I've called over 20 times for a total of over 6 hours of my time. I feel that first of all, get my stuff working!!! I have a [redacted] bill due that I haven't even watched due to the month long issues. When you break it down, Hotwire owes me $200 for missed work (that's low) plus internet AND [redacted] downtime, PLUS some compensation for the inconvenience. So far, they've valued that at $59 which is absurd.

Business

Response:

Ref:[redacted]

Review: We pay $60 for 30mbps... My fastest speed is 1.24mbps... [redacted] is less for the same but somehow this company is great at duping housing complexes into falling for their lies subjecting its renters to only one company that does not provide what it claims to provide...Desired Settlement: internet speed within 10mbps of the purchased 30mbps plan that we pay for

Business

Response:

Ref: [redacted]

Review: I recently moved to an area that requires that HOTWIRE is used for cable. We called and set up an appointment for a HOTWIRE tech to come in and install our cable. HOTWIRE called the morning of the installment and canceled 2 hrs before the schedule appointment. An appointment was again made for the following week and the day before the installment was to take place, HOTWIRE tried to cancel yet again. After some argument on our side it was confirmed yet again for the following day. We are now over 2 weeks since the installment in which 2 out of 3 of our boxes where not installed due to the "wrong boxes being sent'. I was told that HOTWIRE would be in contact with me by the end of that week and we have still not heard back from them for over 2 weeks. Calls were placed but untimely "drops" happened just as we would have been able to speak to a CSR. Due to all the issues we and our fellow neighbors are having with this company, I ([redacted]) at this point take the time to report them to the Revdex.com for these actions.Desired Settlement: We would like to see ALL of our products delivered and installed and we would also like to see no payment for atleast the month of April and/or possibly May since we have been unable to have services.

Business

Response:

Ref: [redacted]

Review: The service that was selected and account that was set up took longer than a month to set up and install. Damages resulted in the install. Account holder has contacted company numerous times with questions about billing and have been promised return phone calls with no result of fixing. Billing was not billed monthly. One large bill was billed several months later. Services have not worked properly since installation.Desired Settlement: Would like billing to be adjusted and prior billing dropped due to lack of support from company.

Business

Response:

Review: We had a 2 year contract with Hotwire Communications which ended August 2013. We moved out of the community ([redacted]) 10/2013 and we immediately called them to terminate our services. A customer service representative came to [redacted], FL [redacted] on 10/11/2013 and collected the cable box. We paid all our bills; however, we recently received a new bill with a PAST DUE notification. My husband ([redacted]) called Hotwire Communications and they found that they reconnected the account in the unit under [redacted]. They realized it was their mistake and they said they will correct the issue. Today, we received a new bill from Hotwire Communication with another PAST DUE notification.

We have NOT been at the above address since 10/13/2013. We disconnected the service as of 10/11/2013. The company is trying to collect money for services they did NOT provide us since 10/11/2013.Desired Settlement: We would like Hotwire Communication to review their records. The company may have collected monies for services after 10/11/2013. This is the 3rd bill from the company and we ended up paying 1 of the bills without realizing the $ was due from another party. We would like to receive a refund for anything we paid after 10/11/2013 and a billing adjustment.

Business

Response:

Ref: [redacted]

Review: I paid for two HD cable boxed at a discount rate and only received one. [redacted] gave the account to Hotwire and they will not honor bringing me the box they promised.Desired Settlement: I will like a tech to come out & install the HD box I paid for.

Business

Response:

Dear [redacted]: