Hotwire Communications

Completely impossible to even sign up for service. Just moved in and given a hotwire packet by the building manager. Called 3 times to our hotwire building rep and left messages asking to have the service setup. No call back.
I call the main hotwire number at 11:30 pm and get someone to help me setup my install, go through everything, then when they put me on hold to get my order number, I am disconnected. No one calls me back. I call back and I’m told that from 12am-​3am, their computer system is down and I have no order.
Call the next morning and someone takes down my contact info and tells me that I need to complete a survey which they will call me back for in the next half hour. Over an hour later, I call back and say that I just want to setup my service. I don’t want to do a survey, just want to setup my service. I’m told they don’t do that. Can I talk to the person doing the survey now? No, I’m told they will call me back. I say that the person I spoke to the night before did not need a survey to do my setup. I’m told that the other rep did the account setup wrong. I ask again, how can I get my service setup now? Customer service rep tells me that he can do the survey but if he does it, his first available appointment is in a week. However if I wait for the person doing my survey to call me back, I could get an appointment either tomorrow or the next day.
Why is it so hard to setup an account??? What is so frigging important about this survey that it somehow determines if and when I can setup my account? Do you want my business or not?

After 4 years living in a luxury condo in Edgewater neighborhood Hotwire cable has consistently been Horrible. If you like to watch TV do not move into a building that uses Hotwire or at least find out if you can use a satellite dish.
Good Luck

After missing our installation upgrade appointment (hotwire install team) my husband and I were very upset… taking the day off to be home. I have never written so many bad reviews in my life. The funny part is hotwire can make it right for us. I have been shuffled from one manager to the next. Unless they call you… DO NOT EXPECT TO REACH THEM. We are on our fourth manager Roderick Manier. The one before him disappeared. I was promised 350 – 400 dollars of credit for substandard service for the past three years (phone-​cable-​internet.
Although they finally upgraded our unit they only credited three months of phone. Since Roderick does not answer my phone calls or emails i had to speak to Malcom Mills. He called me back with the news of my small credit. He was suppose to call me back… never did.
If I add up the hours of phone conversations and tech support I wouldn’t be surprised if it adds up to a month.
Shame on you Hotwire. So tired of wasting my time. Was really hoping to write a better review this time. Quess not.

As a former Comcast customer I had nowhere to go but up. Even so, Hotwire exceeded expectations. The speed on the fiber optic cable is way faster. It seems more reliable than Comcast as well. But the reason I’m writing this review is because the installer nailed it. When he left I noticed that we had two networks — a 2.4 GHz and 5 GHz. I couldn’t see a reason for setting up two… until I bought an Amazon Tap. It seems a lot of smart home «Internet of Things» devices need this slower network and that if you connect them to your main network they disconnect every day and require new set up constantly. Kudos to Hotwire for knowing this and doing the best job ever of setting up my home network and getting it right on the first try. (You’d think it would be a given that installers understand networking, but no other of the several other ISPs I’ve had has ever gotten it right.)

Received billing for services allegedly signed up for over a promotional period, and Hotwire communications refused to correct billing. According to the company, I elected for additional services (I did not) and, after a promotional period, escalated fees were charged associated with that. Received no notification of these additional services and/​or the termination of the promotional period, was unaware of any of the subsequent billing due to travel (I.e. As a result I also did not USE the services) and the company refused to correct for the overcharge.

Awful service just signed up for a free year of a phone service and then charged me. Then I couldn’t take it off. Absolutely horrible.
Worst service.

WORST SERVICE THERE IS!
SERVICE IS HORRIBLE. You spend most of your day on the phone with them, they don’t answer your questions, they insult you on the phone and you end up hanging up after all the frustration while waiting to speak with a supervisor. Uncalled for. If we had a choice we wouldn’t be with them.

Hotwire is the worst internet service provider that I have ever dealt with. With all internet service providers you would expect soke downtime regardless of how well managed. With hotwire if you have an outage they can not days by up to weeks to schedule you for a diagnostic to fix you connection. Luckily the last few times that happened the connection magically went up, before the scheduled service.
The kicker is if they ever want to upgrade your service in your building you can get completely lost. I was told they were upgrading the system in my building in January, so I signed up for the new service as they were doing to disconnect the old service. This new service roll out was delayed till late April, early May. Delay aside no one ever contacted me to schedule the upgrade. I was signed up to switch in December. I call in in April since my net is down and they l said the switch is not ready. Randomly they show up at my complex in late April saying it is a diagnostics for when my internet did not work earlier in the month, not an upgrade but a diagnostics. Then in May my internet goes down and they say that they switched off the system and that they been trying to contact me to switch… then they site the time I called in and the time they show up unannounced as contacts… then when I call them on why they shut down the old system if not every one has switched, it suddenly changes to the old system suddenly failed… yeah right. Finally when I ask for a confirmation email for my appointment that I set up they say they sent it and I never get that email. I do get an email from them regarding a survey about my customer service call, so yeah I do get some emails from them just not the important ones.
Of note if you call them own their down time they will credit you for those days although they manage to botch that too sometimes such as when internet is down from Friday to Monday they credit you 2 days not 3.
Unfortunately for me my building is currently locked in an exclusive contract with Hotwire and no other ISPs are able to service the building. They seem to make their profits from these type of deals and have no incentive to provide better service.
Fortunately for you, you can choose not to do business with hotwire and not to rent or live in a place that is entrapped with hotwire. Yes it is this bad do not live in a condo, or complex that has hotwire, if you require internet for anything.
For those of you that see hotwire prompt response below, FYI it is all just for show. They private message you on top of that generic response but after you contact them, back it is like a blackhole. Feigned customer care.
Next thing you know customer service calls you to reschedule your appointment to a week later… and there is no mention any information being forwards to the customer service supervisor, as the contact from Unilocal is claiming. Steve from Hotwire, I can only assume your company has not good faith or are that disorganized.

AVOID them at all cost. This company has possibly the worst customer service and particularly the WORST tech support.
Their business model seems to be having a monopoly and then stick it to the customer.
My service is down and when I called the lady on support was a joke. She was like hmm let me see what steps have you taken to fix this already. After I told her she said well what can I do to trouble shoot it.
I work with technology and every time over the last two years there has been a problem with my service it’s related to them having to reset a switch on their end end. Unfortunately, to get to this their process is
1. Put a tech support rep on that understands nothing who will then schedule a service call for 1 to 7 days in the future.
2. The service rep will come out disconnect the router see it’s not working, call their office and tell them to reset the switch. Then it starts working.
They don’t need to come out to do this.
The only time calling tech support could be useful is for people over the age of 85 who have never seen a computer. In that case the rep might know more.
However, I hate to say that because I don’t want to put down computer illiterate people. I think many have more skills and capabilities at troubleshooting than a Hotwire tech support rep.
In all fairness I have talked to some managers from the new fiber install team who are friendly and try to help. That’s why they get the one star. However, having only 3 out of 10 contacts with a company be good is noteworthy in a sad draconian way.
Anything that has to do with existing services or customer service is an utter joke and should be called customer disservice.
I live in the Neo Vertika building in Brickell and I’m astounded that an internet service provider thinks its acceptable to tell it’s customer they have to wait a day and a half to have someone cone out to look at the problem. It would be one thing if they did a competent diagnosis but they don’t and didn’t.
I haven’t even mentioned their outdated billing system that doesn’t notify you if your credit card expires.
If I could have a level 2 or 3 tech contact me I’m sure this problem can be resolved remotely.
It must be an odd request for this internet provider that a customer request a tech support person with knowledge of Internet service and tech.

Really deserves a minus rating as 1 star is still more than nothing. It took 8 weeks for them to show up and install my service and when they did they had to resort to laying wires across my lawn and driveway. I feel bad for their field employees, they do their best but the company just screws them and the customers alike. Now one of my tvs is choppy as heck but they don’t know why, the Internet is slower than dirt which i don’t understand if they’re a fiber only provider. They’re a joke.

WORSE SERVICE!!! Terrible customer service, to order a movie you have to call, does not care about the costumers and will charge you more at the end. Took 2 weeks to get an appointment, charges installation fee for internet and all they do is hit a button, provide used in terrible conditions remote controls. CRAZY HORRIBLE SERVICE!!!

Wow trying to hide your name to FISION. Are you guys still paying door fees to control a building from offering services from other providers?
Tested your fiber FISION connection, only at 100mbps and 30mbps hard wired. Either your switches have to be upgraded or push more bandwidth. Heard there was an ISP call Webpass pushing 400mbps both upload and download. Get with the program, got a 4K tv and don’t need my picture pixelating.

They own to the easement to Heron Isles in Yulee, FL. Internet connectivity is awful. I had better internet during my 1^st free trial of AOL in 1996. They know of the issue with the internet, but refuse to fix it. Instead they have realized that by holding onto the easement and charging full price for services that don’t work, they can make millions of dollars. According to one employee from
:
«Reliability can sometimes be shaky depending on what community you live. Some communities have a higher priority and will receive more attention. The equipment provided to customers are not the best and will fail. Customer support for this company is not the worse, but definitely not in the top tier.»
Terrible company, and I do not recommend.

This is the WORST company ever. I am not exaggerating. Honestly, when I say look elsewhere, look to other internet/​cable/​service providers in your area. Hopefully you are luckier than I have been and have the option to seek services from another company. If the building you are moving into only offers Hotwire then don’t rent/​buy there. Unfortunately, this incompetent company owns the service in my building and I have no other option but to keep paying for lack of service from this monopoly.
Worst customer service possible, shitty service (charges you an arm and a leg for 7mbps internet connectivity — by the way this is the fastest package they offer charging like $ 60 extra), do not work around your schedule, charge for services they do not render (I have been paying for DVR and they have sent techs 2 – 3 times and still do not bring the box with them). I cannot continue to miss work because they can only send techs during hours that are convenient for them (3 hour windows — can’t even do it during lunch break) and when I had someone sit in my apt waiting for them, they never come and then report back to HQ that no one answered the door. And the best part about it all, when you call their less than friendly customer service, you are treated like crap and then any credits they say they will give you because of the errors or inconvenience from their part are never fulfilled and magically are removed from the call «log.» Then on the next billing cycle surprise surprise you are charged full price again and the credits never show up.
Disgruntled customer constantly being made a fool of with a company that is full of lies and b/​s. I wish they just go bankrupt already. No service is better than their service.

Very pleased with the helpful service that I got from hotwire rep Damien. He was patient and solved my problem.

This is the worst service that you will ever buy. This is why companies become rich in america this days, basically stealing from ppl. They will offer all kind of internet speed. at the end you will only get less than 2 mbp. you will not be able to stream a single movie from nextflix or hbo. You will not be able to play online. I called 16 times in a row. No one will help you. they will offer to do stuff and pay you back with free months of service but they will never stand to their word. this ppl are basically trash. I am obligated to have my contract with this piece of sh****t company because they have a contract with my building. I feel robbed and I hope the company explodes.

I made a call to customer service today to request to have my previous statements resent to me for submitting my expense report and my customer service representative Damian Banton was so patient, diligent, and helpful. He worked hard to complete all the different things I ask to his best ability and I just can’t be thankful enough for his wonderful customer service. Sadly it’s hard to find that anywhere these days if you can even get a real person on the phone! Thank you Damian!

This place is awful, so many technical issues and support doesn’t refund the days your cable has been out, only the days you actually spend time out of your day to call in. If it weren’t for me staying at my condo i would of dropped this cable along time ago.

Worst company in the world! I am so upset that the rental building that I moved into only has Hotwire as an option! No Comcast and no ATT, no DirecTV, No Dish… Just this crappy company that doesn’t give a dam about offering great service.
Their on demand only goes back to March and includes very few shows! Called yesterday to install internet… I Waited 2 hours for installer — NO SHOW! Wasn’t scheduled when I called — Had to call 3 different numbers to get someone on the phone!
Don’t Get Hotwire @gethotwire) The Crappiest Service Internet & TV Service in Florida!

I’m not sure which Hotwire branch I was able to contact, since I used the online live chat feature. But I received such wonderful quick and efficient service today from Dan Nguyen. He was able to retrieve and send me the forms that I needed and it was a smooth process from start to finish. I am very impressed with the service. It is a big improvement upon my previous experiences with Beyond Communications before they became Hotwire.

me atendió DaShawn J y fue muy efectivo muchas gracias, great job DaShawn J