Hotwire Communications, Ltd.

Review: I called technical support to report a problem that I was having with my cable. The representative told me that the first available appointment that they had was May 28, 2014 between 3pm and 5pm. I explained to her that at that time I would be unavailable due to my work schedule. She explained to me that the only time the company comes to my apartment complex is between 3pm and 5pm. I explained to her that was unexpectable to only be able to come out at that time, and that I need a morning appointment. She said sorry that's the only time we are at your complex. I explained to her that was unreasonable because I am paying for a service and our company is not trying to accommodate me. She became rude and nasty, so I decided to hang up the phone with her. I called back to technical support requesting to speak to a supervisor. The representative would not transfer me to a supervisor. He stating that the previous representative did all that she could do. I said how is it that your company can only come to my house between 3pm and 5pm. He responded that we have morning appointment but the May 28 appointment was the first available. I explained to him that I would not minding waiting longer to reschedule my appointment for a morning appointment. He told me that they couldn't reschedule my appointment. I kept explaining to him that I am a paying customer and that their company needed to be more flexible with their scheduling. He began to tell me that I was not listening to him and that their was nothing else they could do.Desired Settlement: I would like my bill to be adjusted since I am unable to watch T.V on that one cable box. I would also like their company to be more flexible with the time frame that they come out to my complex. And their technical representative get trained properly.

Business

Response:

Review: I work as an IT Consultant from home and for over 3 weeks our internet service has been severely intermittent to the point were it's unusable. I have made several calls to Hotwire Communications and have only been given the runaround with promises of returned calls that were never made. I have had a technician out twice and he stated that the [redacted] Circuit Board was overloaded for the whole Sub Division and he had no ETA on when it would be fixed.Desired Settlement: Release the HOA Contract so I can once again use Comcast, who I have never had issues with, or provide error free Internet Service as advertised. I also request that I am compensated from the time the service issues began and continue to be credited until the issue is fixed.

Business

Response:

Ref: [redacted]

Review: I had Hotwire Communications install my satellite service as a third party company on October 14, 2013. I ended up cancelling service on October 18, 2013 because the service never worked appropriately. I paid them 199.00$ plus another 50$ upfront because I am only going to be at this residence 6months. The extra 50 bucks was to go month to month billing. A few days later I got a bill in the mail for another 13$ or so that I paid right away for a total of about 262.93$ I paid them for a few days of a service that never worked.

I have called this company at least a dozen times and each and everytime wasted about 40 minutes on an endless road to nowhere to try and get a refund. I told them that it was just going to be easier to contact Revdex.com and they told me to, "go ahead.Desired Settlement: I would like a refund of the full amount paid of 262.93

Business

Response:

Review: On Wednesday Feb 13th 2013, Hotwire Communication was scheduled to deliver and install a new Cable box and remove the current boxes from our Apt. My Fiance and I were given an install time between 9am and 1pm EST. The cable box was paid for in the amount of $199 a few days prior, by my Fiance.

I took half the day off from work to let the installers into the apt and ensure the box was installed safely. At 1pm EST, I received a call from Hotwire stating that they would be a little late. At approximately 5pm I contacted Hotwire to ask when the installers would arrive and to escalate the issue to a supervisor.

I was told by [redacted] (customer support) that she would speak with her supervisor and I would receive an email within 24 hours. This was unacceptable to me so I advised that I would hold to speak with a supervisor ([redacted]). After about an hour of conversation and negotiation I was offered $100 dollars off the cost of the cable box (already paid in the amount of $199). The installers ([redacted] and Assistant) finally came and completed their job by 7pm EST.

On Saturday Feb 23rd 2013 I called Hotwire to follow up. I spoke to [redacted] (customer support). He asked for my name and address. Afterwards he stated that there were no notes regarding my conversation on the 13th, and could only offer a $25 courtesy credit. This was unacceptable so I asked to speak with a manager and was told that there were none available. Hans offered to call me back in 30-60 minutes after reviewing the calls on my account with [redacted] (Supervisor [redacted]).

60 Minutes later I called Hotwire back and spoke to [redacted] again. [redacted] stated to me yet again that there were no Call or Email records regarding a $100 credit to my Fiance's credit card. I asked to speak to [redacted] and was told that he was busy. Frustrated at this point, I asked for the names of the representatives that I spoke with, including [redacted]. [redacted] refused to give his full name or Extension, stating that it was for security purposes. After about 20 minutes with [redacted], [redacted] finally took my call.

[redacted] confirmed my account information and we discovered that [redacted], who had not fully verified my account information, was researching the wrong account. [redacted] stated that he found notes on the correct account stating that there would be a credit in the amount of $95 dollars. I insisted that after all this trouble I needed an email stating that my Fiance would be refunded $100 dollars. [redacted] stated that the refund would likely come through in Early March. I then received the email below...

"An email has been sent to the billing department as a request for an update on a credit to a CC for $100 for account [redacted] from [redacted]."Desired Settlement: It is only fair to be given the full amount that was promised.

It is also important to note that our apartment forces us to use this service, and we did not want to subscribe to cable TV to begin with. If we are forced to accept a service that we do not want, the least they can do is be professional, courteous, and knowledgeable.

If I were to ask for anything else, it would be to cancel and no longer be charged by Hotwire, or our apartment complex.

Business

Response:

Dear [redacted]:

Review: I have had several problems with this company regarding my internet service and [redacted] service. I've had to call them on several occasions to have constant issues with my services repaired. I have been paying for internet service for 15MBPS @ $64.20 a month but I've been receiving only 5MBPS of internet speed. I was told because of my location that the service would not be able to render the 15MBPS internet speed but I'm being charged for the high internet speed. I spoke with a rep that said she would escalate it to a supervisor. The speed check stated I was only receiving 1.20 Mbps download and 1.07 for upload. The supervisor called on today and left a message(without her name). which stated "if you have any pending issues, please give us a call back". I called Hotwire back and spoke with a rep. The rep said the supervisor that called me would be returning my call back immediately.... It has now been an hour... Also, the internet and [redacted] receivers are connected and you can view other residents with Hotwire pictures on your DVR Receivers. This is definitely a "Privacy" issue!Desired Settlement: Refund of monies paid for services not received...

Business

Response:

Ref: [redacted]

I would not recommend this service to anyone else, not even to a stranger. We just moved in and we were told we can only get Hotwire as our ISP. It all started with the first call to the sales department who was more than happy to make the sale and less on providing all the necessary information (i.e. our apartment community has an agreement with Hotwire).
1. The installation costs.
My wife and I got different information from two different sales agent when we called separately. She was told there was going to be an install fee of $29.99 while I was told there was going to be an install fee of $50. How about this: The internet one-time install fee is $29.99 for a non-wireless modem or the internet one-time install fee of $29.99 plus one-time fee of $50 for a wireless modem. Was that too hard to say? Apparently, yes. I have been dealing with this more than two weeks since that fateful first call so I will not get into the details why I came to that conclusion.
2. The Hotwire agreement.
On our first call were also not informed that Hotwire's website have rates laid out for our apartment community. Instead I was conveniently blamed by one of Hotwire's customer service rep why I did not read the install fees and rates on Hotwire website.
3. The $50 worth.
For $50 the tech guy came in the apartment, connected the coaxial cable to the modem and the modem to the power outlet. The Motorola wireless modem does not have an on/off switch. All the lights started flashing. The tech then told me to wait for all the lights to go stead which should either take 30 seconds or 30mins and then he left. That was $50. To connect to cables. 50-f[redacted]-dollars. I don't want to get that guy into any trouble but I really wanted to know what the $50 installation fee really gets me.
4. The 3rd party modem.
Bought my own wireless modem to use which was the original plan. Basically this is not something new to me. I've had this kind of setup in different cities I've lived before in two other countries. The ISP supplies the internet while I supply my own modem. I am doing this again because on the first call I made I was told I can use my own modem at anytime I want. When I called tech support I was told I cannot change my modem and I am stuck with Hotwire's modem and paying rental fees. I called tech support again and spoke with another guy and told me I can use my own modem. And then I had to keep on following up with this change of modem request which apparently only tech support tier 2 can do. But, a customer CANNOT talk to tier 2.
5. The Bill.
Hotwire tech came and took their modem back before the end of May but was still charged for modem rental for the month of June. Unfortunately the bill cannot be adjusted so the refund will appear on the next bill.
In conclusion, half the people employed don't know what they're doing. Departments don't communicate with each other. Install technicians don't do their job's worth. Misinformed most of the time. Will not transfer you to the right person. The customer will be responsible for following up with requests or complaints because agents are too busy to get back to you.

Review: I have made multiple attempts to speak to a Hotwire representative about the poor services I had been receiving over the last 10 months. Customer service failed to provide assistance on multiple occasions and failed to respond to phone calls & e-mail complaints about the channels I was not receiving. Every conversation ended with "Ill have someone call you back", needless to say no Hotwire Communications associate has EVER made any effort to respond to my many complaints and requests for assistance. The cable box guide malfunctions constantly, its always resetting. I am missing many of the high definition channels I should be receiving such as SUN SPORTS HD where I watch the Miami Heat games. I receive many channels only in standard definition when they should be in high definition. Its a chore to even get the box to work sometimes. This company delivers inferior services and MAKES NO EFFORT TO ASSIST THE CONSUMER.

On a side note the building I live in only allows us to contract Hotwire as the cable provider. Therefore I have no other option than to have no cable service in my apartment. I am moving out of this apartment because I cannot handle the terrible cable "services".Desired Settlement: I formally request my cable service charges to be WAIVED for the remainder of my apartments lease on May 30th, 20014.

Business

Response:

Ref: [redacted]

Review: We closed on our condo at [redacted] of September 10. We were told to call Hotwire Communications to schedule the installation of our Internet and TV services. We called and an appoinment was scheduled for 9/18 between 9 and 11 am. My job requires me to have internet access, so we scheduled our move on 9/17 based on the appoinment time. I received a call at 8:00 am on 9/18 saying that the installation was being cancelled because they didn't have the equipment. They asked when I wanted to reschedule and I told them the next day. They hung up on me. When I called back, I was told that there was nothing they could do because they didn't have the equipment. I went through several channels including our building management, board of directors and called Hotwire back. An appointment was scheduled for 9/25 between 3 and 5 pm. I called yesterday to verify the appointment and was ttold that I would receive a call back and email confirmation....both of which were never received. I called them back this morning and was told that my appoinment is now scheduled for 9/27 between 9 and 11 am. They said they still didn't have the tv boxes, but that the internet switches had come in today. They are unable to install today because their dispatch is already booked up. My appointment for today was scheduled last Friday. This is completely unprofessional and ridiculous that we pay over a half a million dollars for a home and cannot get internet and tv installed within a reasonable amount of time.Desired Settlement: I want installation done ASAP and I want compensation for it not being done at the time I was told that it was.

Business

Response:

Ref: [redacted]

Dear **. [redacted],

Review: I pay for Hotwire's 15 Mbps high speed internet. For over a year I have gotten in the neighborhood of .25-1 Mbps. I have called and complained over a dozen times. I have received credits to my account due to their failure to provide the service for which I pay. I called the other day, and they told me that I am their only choice for connectivity due to the fact that they installed the infrastructure in my development, and that if I didn't like the service that I could leave. I feel totally helpless, and I feel like their company has essentially told me to pay for the rate of 15 Mbps while getting around 1Mbps or to just go without internet. I have offered to pay for a service level agreement, or to pay for a business account. They told me that they do not offer those services in my neighborhood. I make my living on the internet, and they are causing extreme detriment to my livelihood.Desired Settlement: I want my 15 Mbps internet connection. I pay for it. I will pay extra for a guaranteed service level agreement, but I want the service for which I am paying. Their treatment of my livelihood and hard earned money is totally unacceptable.

Business

Response:

Review: I obtained internet service from HotWire communications and my last payment to them was 05-29-2013. I chose not to make a payment in June and received a letter in July that stated my services would be disconnected in July if I did not make a payment for June approx. $46.00 was the balance I remember. Assuming I would receive a final notice for the balance I would have owed for June, I didn't receive a notice and the services where disconnected as stated in July. However I receive a notice 10-1-2013 that my service would be disconnected and the balance at that time was $180.27. Not sure why I was being charged this amount I called. Now I didn't receive a letter between the last letter in July thru October. I called and was advised I was still an active customer and being I didn't call to cancel service they were still charging me for service that wasn't active. I spoke with 3 representatives since and was to receive a call back from management and have not received a call. All I was told is the service was never called to be disconnected and I owe the balance end of discussing. Attempting to give one last effort I called again and the representative was understanding at the beginning and then became very rude. I am not understanding regardless if I didn't call to cancel the service a letter was sent stating it would be automatically disconnected if I didn't pay in July. How can you continue to charge me for something I didn't have. Now they show I owe $227.20.Desired Settlement: I would like them to remove the charges from July thru November. If I owe for service in June amount $39.95 and the equipment fee which is $4.95 for the time from June to November total $69.65 I will gladly make this payment but I will not pay the $227.20 amount or what ever they want to say I owe for services I did not have.

Business

Response:

Ref: [redacted]

Review: I was a subscriber to Hotwire's digital cable service. I disconnected my service effective July 7th, 2014 and called in advance to have the cable receiver and remote picked up. Hotwire's customer service scheduled a pickup of the equipment on July 7th but they did not show up on that date to pick it up. They came to the building on July 18th and picked up my equipment as well as someone else's equipment from the leasing office of the building. Apparently the pickup was never credited to my account and I was billed as if I never returned the receiver. I have called hotwire at least 5 times since July 22nd. I have also used their online live chat at least twice since July 22nd. Each time someone said they will look into the account and get back to me but so far the issue remains unresolved and I have not received any calls or emails from Hotwire. My online statement still says that I owe $371.50. They said that the manager will contact the dispatch department to verify what I am saying but it has been over 1 month and still no reply.Desired Settlement: I will like the outstanding balance to be canceled because it is a bill for equipment which they already collected.

Business

Response:

Ref: [redacted]