Business Profile

Internet Services

Hotwire Communications, Ltd.

Headquarters

Complaints

This profile includes complaints for Hotwire Communications, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

104 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello
Case was just opened and I have additional information.
Hotwire was sending out a tech to see why missing channels. **** ****** from Hotwire called and said he would not be coming out.
Hotwire is making an upgrade and all resources are on the upgrade. Boxes without TVs will not be worked on as there is nothing that can be done. He suggested the association reach out to their Hotwire manager and ask for complimentary boxes. There is not time frame as to when the upgrade will be complete. Suggested they let the call center know to avoid having them schedule techs to come out he said they have been told but they will not make changes to their process. They will put out an order for a tech to come out and yet the techs get the order and refuse to come out.

I have contacted our association but in the mean time this is proof of their lack of quality customer service. **** stated the upgrade has been going on for at least 3 weeks with no date of completion. They are receiving hundreds of calls and there is nothing they can do.

Hotwire knew of this issue and yet they did nothing to help the customers. Our ********************** bill is paid through our association but I am requesting Hotwire provide a complimentary box immediately and issue me personally a check for the 3 days we lost earlier and for the days missed from this morning until either we either get a complimentary box or the upgrade is complete and we have access to all channels we are currently paying for.

Thank you
**** ****
14981 Reflection Key Circle
Ft ***** Fl 33907
#***
Customer Answer
Date: 10/06/2025
Again lost primary channels and confirmed other people in our complex having same issue. 9/30/25 lost primary channels, tech came out unable to fix. Engineer had to go to a box outside of complex to fix. Later that evening, message received issue corrected call us if not working. Confirmed channels were not working immediately called back and T2 ****** was opened. 10/1/25 early morning channels were working and scroll feature on channel changer not working. Called and T2 ****** was opened. Received call, was able to correct the issue via phone. Asked the person why the issue was not working at time of message --- why did the channels not work when received the call around 6:49 pm. He was not sure thought possible delay. Did not make sense but the TV was working. 10/4/25 same thing happened. Called spoke to ********, no supervisor available, no escalation process, had to send out a tech to repeat the entire thing they did 9/30/25. Explained this happened 4 days ago, no point in sending out anyone -- had to follow protocol. This is a waste of Hotwire's time and money (which would explain why the rates are so high due to inadequate policies) and consumers time as well as inconvenience. Recommendation: 1. Have a qualified engineer fix the issue 2. Provide a box at no cost as this is only happening on TV's without a box 3. Have the manager of the call center and the top five executives go without a TV for 3 days and experience what the consumers are experiencing. Maybe this will drive the urgency in changing their policies and identify opportunities to save Hotwire money and have an escalation ********** addition to the above, the person who opened the first T2 ticket initiated some form of compensation. With our contract with an association she was going to see what could be done for me personally. No follow-up from Hotwire. Due to your inadequate engineers and policies, provide a box at no cost for the inconvenience your processes put me through.
Business Response
Date: 10/27/2025

October 27, 2025
Ref: 23971995
**** ****
Dear Ms. ************** We appreciate Ms. ***** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

The issue has been investigated and resolved by our technicians

Again, we apologize to Ms. **** for any inconvenience. We are open to our customers' concerns and suggestions. 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,

Hotwire Communications LLC
Customer Answer
Date: 11/02/2025
This is an ongoing issue. I have been in touch with ******** multiple times, she is unable to provide an explanation why the channels keep going out. As of today we do not have channel 6,8, and 9. She also admitted someone else from the community is experiencing the same issue.
Initial Complaint
Date:09/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bellalago HOA selected Hotwire Communications last year as the new internet and cable TV provider for this community. Both initial installation and internet service are negotiated to be free for all Bellalago residences.On June 2025 I scheduled free internet installation asked advice multiple times by ********* and three different. Hotwire employees. I specifically adviced that I would not be using ******** programming for the time being, as I was still going to be under the previous service provider (********) until the end of 2025. During all my official interactions, I always provided my mailing address, a PO Box address to be used for all official communications as I do not receive any mail at home for security purposes. On July 2 Hotwire failed to show for installation appointment scheduled few days later they finally came and made system an Internet installation at home.I received a letter dated 09/16/2025 title notice of impending suspension of Hotwire services. This letter was addressed to my residential address, which I specifically instructed them not to use, and to a mailbox that I never use. In this letter, I was advised that I was past due on my account balance, and that payment info had to be received immediately. Other threats were made about additional charges for Reinstallation of service.Hotwire communications has so far failed and/or refused to correct the problem. I do not want Hotwire to contact me by phone, I want everything in writing via email or letter-this is a request under the American disabilities act,
Business Response
Date: 10/07/2025
October 7, 2025
Ref: 23932490
******* Palmer
Dear Ms. ************** We appreciate Mr. ******* comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After review of the account the issues reported were corrected.

Again, we apologize to Mr. ****** for any inconvenience.  We are open to our customers' concerns and suggestions.  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,

************************** of ***************
Hotwire Communications LLC
Initial Complaint
Date:09/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday 9/18/25 a team of technicians was installing the modem at the unit next to ours. During their installation Tech 1 was inspecting the wires that run outside and directly into my unit. After the team left I realized my internet was down. I called Hotwire and explained the situation, to include Tech 1 working on the wires outside my unit, I performed their troubleshooting but that did not fix it. I was told Tech 2 out at the next available appt, 9/22/25. No team arrived during the weekend, but Tech 2 did arrive for the appt on 9/22/25. Tech 2 checked the line directly into the modem and said the wire coming into the modem was bad and that he could not do anything (this was identified on 9/18/25 when we performed the trouble shooting). After indicating that Tech 1 had been working on the wires outside and that it should be looked at ****** said he could not look at it. Tech 3 arrived shortly after and inspected the wires and as suspected the line was broken right where Tech 1 was working on 9/18/25. While Tech 3 was inspecting the wires he removed a plate from my ceiling that Hotwire technicians had installed and glued during the installation process. While removing the plate Tech 3 scratched and peeled the paint off of my ceiling. Tech 3 said that another technician would be needed with a replacement part for the broken wire and that they should come today. No additional techs arrived and I am still without internet. I called at 4:00 PM and was notified that my next appointment was for 9/25/25, an appt. I did not schedule, expecting a Hotwire employee to remedy their mistake today. While on the line I spoke to a customer service representative and asked to speak with a manager, but no managers were available and that a request would be put in for a manager to call me back. I called to reschedule the appt. to get a technician to fix the issue earlier to no avail. At the time of this writing I do not have internet and no manager has called me back.
Business Response
Date: 10/13/2025

October 13, 2025
Ref: 23920100
*********** *******
*********************** We appreciate Mr. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After review of the account the issues reported were corrected.

Again, we apologize to Mr. ******* for any inconvenience. We are open to our customers' concerns and suggestions. 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,

Hotwire Communications LLC
Initial Complaint
Date:09/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased internet and security services through this company at ******************************************************** I moved out on 3/2024 and I called the company to let them know. I was told that I needed to just leave the equipment at the residence. This company still calls my phone and my emergency contacts phone when the alarm is triggered and this company has charged me for the equipment and event reported to the credit bureaus. I am not longer living at the residence nor am I responsible for equipment I was told to leave behind at the residence.
Business Response
Date: 09/16/2025
September 16, 2025
Ref: 23553448
****** ********
Dear Ms. ************** We appreciate Ms. ********* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the early termination fee has been credited and the contact information removed.

Again, we apologize to Ms. ******** for any inconvenience. We are open to our customers' concerns and suggestions. 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,

Hotwire Communications LLC
Initial Complaint
Date:09/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this formal complaint regarding Hotwire Communications, which was contracted by our ********************** (***) to install security cameras at both the front and rear gates of our community. During this project, Hotwire carried out excavation work that resulted in significant electrical damage at the back ******* a result of their digging, over a dozen outdoor lights, including the one that illuminates our community sign ("Coral Lago"), are no longer operational. These fixtures were in perfect working order prior to the excavation and failed immediately afterward. Their absence creates a dangerous condition for residents and visitors after dark.The HOA has attempted to work directly with Hotwire on multiple occasions, but the company has denied responsibility. A representative, ******** ******, stated in writing that they are not liable for damage outside their easement area. However, the physical location of the cut electrical wires matches exactly where Hotwire dug. We have substantial photo and video documentation supporting this.Furthermore, the landscaping in the house next to the digging area was severely damaged by their work, and the cost of repairs had to be absorbed by the **** We have photographs to support this claim as well.I believe Hotwire Communications acted negligently and failed to take responsibility for the damage they caused. Thet keeps ignoring any communication. I respectfully request your assistance in holding them accountable and ensuring that the damaged lighting system is fully restored ASAP.
Business Response
Date: 09/10/2025
September 10, 2025
Ref: 23859522
****** Ramirez
Dear Ms. ************** We appreciate Ms. ******* and concerns and sincerely apologize for any inconvenience that she has experienced.

Per the Property Manager and the Board there was no damage related to the infrastructure or otherwise at the property.

Again, we apologize to ********** for any inconvenience.  We are open to our customers'concerns and suggestions.  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,

Hotwire Communications LLC
Customer Answer
Date: 09/12/2025
[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 as Answered]

Complaint: 23859522
I am writing in response to the company's reply concerning my complaint regarding damage caused during their installation of security cameras at our community gates.
The companys response is inaccurate and misleading.
Contrary to their claims, they have not contacted the *** membersincluding myselfregarding the damage, nor have they taken any action to resolve the issue.
When the lighting system stopped working during their installation, we immediately informed the workers on site. They inspected the area, found a cut wire, and temporarily reconnected it, which restored the lighting system. However, they stated they needed to get authorization from their company before proceeding with a full repair, in order to avoid getting in trouble. Unfortunately, they never returned, and the system remains non-functional. It appears that only one wire was broken, but it affects more than 12 lights, leaving a significant portion of our community without lighting since their visit. Document with pictures attached

The lighting system was working prior to the companys work and failed immediately afterward, which clearly indicates the cause of the issue. It is unacceptable to claim there was no damage related to the infrastructure when the evidenceand their own workers actionsprove otherwise.
We respectfully request that the company:

Acknowledge responsibility for the damage, Contact the *** directly to coordinate a resolution, And complete the necessary repairs without further delay.
This issue has caused prolonged inconvenience and safety concerns for our residents, and it must be addressed responsibly.

Regards,

****** *******

Business Response
Date: 09/18/2025
September 18, 2025
Ref: 23859522
****** Ramirez
Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
We appreciate Ms. ******* and concerns and sincerely apologize for any inconvenience that she has experienced.

Per the Property Manager and the Board there was no damage related to the infrastructure or otherwise at the property.

Again, we apologize to Ms. ******* for any inconvenience.  We are open to our customers' concerns and suggestions.  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,

Hotwire Communications LLC
Customer Answer
Date: 10/02/2025
Thank you for reaching out to us.
Following the last communication from Hotwire to BBB, in which they claimed to have spoken with both the ******************* and the **** we found that this information was inaccurate. I personally contacted both parties, and they confirmed that no such conversations had taken place, nor had they reported that there was no damage to our community.
Subsequently, Hotwire scheduled an appointment and visited the property to assess the situation. Despite initially claiming they were unaware of any issues, we were able to show them the damage, including several non-functional light fixtures. They acknowledged the problem, apologized, and assured us that they would address it promptly.
We are currently waiting for them to follow through on that commitment.
Thank you again, BBB, for your continued support.
Your assistance has been invaluable.
Initial Complaint
Date:09/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved into a new home division on August 5, 2025, and the only **************** provided is FisionX Hotwire. This service is unstable & unreliable. It randomly goes out throughout the day, and when I call in they state its either a schedule maintenance that has not been communicative via email text or a phone call or that theyre not sure why my Internet is out but the rest of the community is booming. This leaves me confused, frustrated and in need of internet. It makes me wonder why a **************** would service an entire community, which will have 1000 homes with a unreliable Internet connection..
Business Response
Date: 09/11/2025
September, 11,2025
Ref: 23844310
******* ******************************** We appreciate Ms. ******* Works comments and concerns and sincerely apologize for any inconvenience that she has experienced.

Our technicians were our and resolved the issues the customer was experiencing.

Again, we apologize to Ms. ******* Works for any inconvenience. We are open to our customers' concerns and suggestions. 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,

Hotwire Communications LLC
Initial Complaint
Date:08/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attempted to have my bill corrected by this company that has been charging me over $600 for Internet that was quoted at $29.99. Over the course of 3 months I have spoke to 5 separate people with one occasion taking over 3 hours promising to have my bill corrected only to have my internet completely shut off the same night. No manager will call me back and no employee will provide me with a manager name or phone number. I was told by one person everything would be fixed And by another person that they cant fix the issue. Im frustrated with this company as a whole and am concerned that they will send me to collections for a bill that I dont owe while they refuse to correct the bill despite telling me they are correcting it.
Business Response
Date: 09/03/2025
September ******
Ref: 23813558
***** *****
Dear Ms. ************** We appreciate *. ***** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the billing issue the charges have been corrected.

Again, we apologize to Ms. ***** for any inconvenience. We are open to our customers' concerns and suggestions. 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,

Hotwire Communications LLC
Initial Complaint
Date:08/25/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was experiencing issues after a power outage. I followed the directions on the tutorial provide on the Hotwire website, and after unplugging the device , as per the directions I called for service, which is what the website said to do..A technician was dispatched to my home. I was not informed at any time there would be a charge for this service or was I told when the tech left ,nor did I sign anything agreeing to a $99 charge to my account.After seeing the charge on my account, I made several calls to customer service. They informed me the tech said it was my equipment and my fault for the problem. I informed them the all the equipment in my home was provided by them, its on my bill that the set top box is included in my monthly service.i also informed them their tutorial did not provide instructions pertaining to an on/off button. They said sorry , but you have to pay.I escalated my case to another representative who called a week later, her offer was $20 credit which I did not accept.I escalated the case again, someone was supposed to return my call in 48 hours that didnt happen.I posted a one star review on ****** and was told to email another division but I have not had a response.I was threatened to have my service disconnected, even though I am on a community plan paid for by the community, and my personal phone service I have with Hotwire is on autopay. The $99 charge was paid on last months bill.I want a full credit of $99 since I was not informed of the potential charge and the technician did not provide accurate notes on my account.
Business Response
Date: 08/28/2025
August 28, 2025
Ref 23792723
***** *****
Dear Ms. ************** We appreciate Mr. ****** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After review of the account the $99.00 service visit fee has been credited

Again, we apologize to Mr. *********** for any inconvenience. We are open to our customers' concerns and suggestions. 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,

Hotwire Communications LLC
Customer Answer
Date: 08/29/2025
This complaint has been satisfactorily resolved. I received the full credit I requested from Hotwire Communications yesterday.
Customer Answer
Date: 09/02/2025
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****
Initial Complaint
Date:08/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The modem provided does not resolve connection issues within my home. I made an appointment to have a technician come out on 8/18/25 between 2-4pm to add an additional model, they did not show. I rescheduled for 8/22/25 between 2-4pm, as 4pm approached and they did not show, I called customer service and was advised the technician documented my account that I was not home and that they called me at 3:06pm to say they were here. I was here, as I work from home, and I have no missed calls at that time nor did my doorbell ring. It was however raining at 3:06pm, so my assumption is the technician is lazy and didn't want to get out of their vehicle in the rain. This is horrendous customer service given the technician blatantly lied in their documentation of my account that they showed up within the scheduled time for service and I wasn't here. I want my modem delivered and set-up by a competent technician with appropriate business ethics.
Business Response
Date: 08/28/2025
August 28, 2025
Ref 23784879
******* ******
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

A Hotwire technician was sent back to the customers unit and issue has been resolved.

Again, we apologize to Ms. ****** for any inconvenience. We are open to our customers' concerns and suggestions. 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,

Hotwire Communications LLC
Initial Complaint
Date:08/11/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding the Hotwire ********* Audio type The standard audio is DOLBY and can be changed to STEREO or SPANISH.After successfully changing b to STEREO, It reverts back to Dolby, when pausing,muting,changing channels and other remote-control options AND,SPANISH does not work at all AND Very annoying to have to change again and again without retention.Technician visits have viewed this on my devices and confirmed that this is an issue,even for them.AND, This is not isolated to my services, rather all Hotwire users of ********* audio.Since March, they have been contacted numerous times without any resolutions even after the technician visits and their purported reporting to Hotwire.
Customer Answer
Date: 08/18/2025
This is regarding their contact phone number ************ About 2 months or so ago. no ability to connect to that office line message says not accepting calls at this time, including today This was reported to Hotwire (HW) numerous times since early May At first, HW said it was a problem with my phone. Upon contacting my phone provider, *******, ******* said it was not my phone or ******* phone service More than once, ******* contacted HW on a 3-way call and informed HW it was their problem, specifically NPA X** Despite numerous calls to HW over the past weeks, no resolution nor any responses and the same message when calling, not accepting calls at this time,

This is regarding Hotwire s ********* remote. During an online troubleshooting session around 7/28, I was told that the TV remote was bad AND was told a new remote would be sent in a couple of days A spare remote was available and worked A day or 2 later, the same issues surfaced with the spare remote, so it appears their issues are not related to the TV remote. Another trouble-shooting call on 8/4, and I was told that the spare remote was bad (questionable after working for a few days) AND, again appearing that their issues are not remote related. On 8/8, no remote and a 3rd call AND I was told a new remote would be received in a couple of days A fourth call was made, after no remote has been received And now, after 17 days, no remotes have been received from any of the discussions, continuing the annoying TV control issues and/or other issues with their equipment such as discounting the FISION control box and other steps to be capable of using the TV. And for the record, numerous technicians have been at my residence over several weeks, but issues re-occur such as the above.

8/17 HOTWIRE IPs This complaint ss regarding suspicious IPs appearing on my personal computer devices (and most likely other users in my 400 plus community) This has been reported numerous times, since March or so, via emails including IP snapshots to: ***** ******, ******* ******, ***** *****, AND, by letters/emails to their CEO, ******* ******* None of whom reply (Maybe blocking my remails(. Some samples are attached, and others can be provided, they are voluminous. For the additional record, a complaint was filed around 5/13/25 (********) but improperly answered by ***** ******** shortly thereafter. She was contacted on 5/22/25 via fax and follow up emails, With no response. I need specific answers as to why those IPS show up. especially numerous NEWRELIC ones. Again, these issues are most likely impacting other Hotwire users as well
Business Response
Date: 08/18/2025
August 18, 2025
Ref: 23322404
****** ********
Dear Ms. **************** appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed the matter after a detailed investigation; we found no basis for the customers concerns
Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  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,

Hotwire Communications LLC
Customer Answer
Date: 08/20/2025
[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 as Answered]

Complaint: 23726193

I am rejecting this response because:
They did not addrerss any of the ** snapshops
They did not answer faxes or emailson the snaopshots sent with this complaint OR NUMEROUS others.
This impacts all HOA users.
Regards,

****** ********

Customer Answer
Date: 08/20/2025
Attention Heather

This appears to be one of the 4 complaint issues ...THE IPs
3 more pending
Audio
Phone
Remote
Customer Answer
Date: 08/24/2025
thery did not provided any specific answeres to the numerous ip snapshots sent , so this is not reolved and nned to be pursued further and published
Business Response
Date: 08/28/2025
August 28, 2025
Ref:23726193
****** ********
Dear Ms. **************** appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed all matters reported. We found no basis for the customers concerns

Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  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,

Hotwire Communications LLC
Customer Answer
Date: 09/03/2025
[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 as Answered]

Complaint: 23726193

I am rejecting this response because: for the reason below

9/3/25

******* *******, CEO
Hotwire Communications (HW)

Ms. *******, CEO:

The attached message, without any employee identification, was sent to the BBB in ***ly to my 4 (FOUR) complaints,all of which were:
the direct result of Hotwires failures to respondto the 4-issues presented

IP issues. i.e.,
the failures of employees, ***** ******, ******* ******, ***** ******, and ***** ******* fax and Email) as well as via **** and email messages to your office. i.e.,
failing to respond to any of the SPECIFIC and NUMEROUS snapshots sent as appearing many times on my devices over numerous prior months (and recently as well).

stating that nothing is wrong is NOT TRUE without specific answers to every IP snapshot presented to Hotwire personnel.

The PHONE issuewith ************ (not accepting calls),

This specific issue was confirmed in a 3-way phone conversation by my phone provider, ******* and HW
with your error code NPA XXX

stating that nothing is wrong is NOT TRUE without correction to this specific issue.

3. The SOUND issues presented, i.e.,
the constant need of resetting the sound from DOLBY to STEREO, as described numerous time
AND
The failure to accept the SPANISH language stated as a sound option.

In addition, several tech visits confirmed this is an issue (for them as well) and also a *** stated corrections were being made (notice attached)

never resolved.

Stating that nothing is wrong is NOT TRUE based on the above.

4. The REMOTE issue, whereby several phone ***s stated was defective.
AND
The failure, despite several phone calls, to provide ***lacement remotes, is now over approx. 3 weeks

Stating that nothing is wrong is NOT TRUE based on the above.

I want proper answers from someone in authority at Hotwire to properly answer all of the above issues
(as was erroneously ***orted to the BBB). Several of these issues impact ALL HW users, not only me.

Thank you for your attention.

Thank you.

(s) ****** ********
**********************************************************************************;

cc: BBB

Regards,

****** ********

Customer Answer
Date: 09/07/2025
8/10
BBB Hotwire -audio                                                            #

This is regarding the Hotwire ********* Audio type
The standard audio is DOLBY and can be changed to STEREO or SPANISH.

After successfully changing b to STEREO,
It reverts back to Dolby,
when pausing,
muting,
changing channels and other remote-control options
AND,
SPANISH does not work at all
AND
Very annoying to have to change again and again without retention.

Technician visits have viewed this on my devices and confirmed that this is an issue,
even for them.

AND,
This is not isolated to my services, rather all Hotwire users of ********* audio.

Since March, they have been contacted numerous times without any resolutions even after the technician visits and their purported reporting to Hotwire.
Business Response
Date: 09/10/2025
September 10, 2025
Ref:23726193
****** ********
Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed all matters reported. We found no basis for the customers concerns

Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  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,

Hotwire Communications LLC
Customer Answer
Date: 09/12/2025
[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 as Answered]

Complaint: 23726193

I am rejecting this response because:
The un-named employee did answer the 4 issues
they did not communicate with me either
AND see the attached letter to their CEO .......never answered
NOTHING Is resolved

Regards,

****** ********

Business Response
Date: 09/15/2025
September 15, 2025
Ref:23726193
****** ********
Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed all matters reported. We found no basis for the customers concerns

Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  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,

Hotwire Communications LLC
Customer Answer
Date: 09/16/2025
INCORRECT response per attached letter to CEO UNANSWERED
Customer Answer
Date: 09/16/2025
neverr answeredoproperly
Customer Answer
Date: 09/16/2025
never answered properly
Customer Answer
Date: 09/16/2025
never answered by CEO

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