Last Updated: May 13, 2020

What You Need to know about Hotwire & COVID-19

There is no higher priority to our entire Hotwire Family than the Safety of our Employees and Customers. Hotwire Communications remains vigilant, and we are prepared to make decisions based on current recommendations of public health officials and respective agencies.

Protecting Our Customers and Keeping Our Communities Connected

Message from the CEO


To Our Customers,

We hope you are staying safe and well at home. As we navigate through these times, we’d like to share with you how Hotwire Communications is committed to ensuring that our customers remain connected. Over the course of the past several weeks, we have undertaken multiple efforts in order to guarantee the health and safety of our customers and employees, while ensuring that customers continue to receive our vital services during this crucial time, including pre-screening all appointments and increasing our remote troubleshooting capabilities. The proof is in the performance, as the strategies detailed below have played an important part in enabling us to meet our commitment to keeping our customers connected.

Our customer care agents and highly trained technical teams have been incredibly efficient in addressing the issues and concerns of our customers, allowing us to maintain our workflow remotely while continuing to meet their needs with the same level of quality and care they have come to expect.

Sincerely,
Kristin Johnson Karp

Continued Services

As we continue our response to the global impact of COVID-19, Hotwire Communications remains committed to protecting the health, safety and well-being of our customers and employees while continuing to do everything in our power to bring you the best and fastest technology services without any disruptions. As multiple US Governors are asking residents to stay at home, we all rely on internet connectivity more than ever, and we’re working hard to make it possible to keep America connected.

Secure, separate locations have been designated for our NOC and Customer Service teams in order to ensure that our most critical functions remain available to customers without interruption during this time.

Our customers will continue to enjoy our line of services without data caps, and we will be extending package upgrades to qualifying customers. We are also working to prevent any disruption in service due to late payments, with a dedicated team established to handle these issues with each customer individually.

Technically trained specialists are available to assist you 24/7 through our Call Center and remote account management on the Hotwire Fision app. If you are ill, these remote services will be able to walk you through any technical issues you may have.

Social Accountability

In response to the COVID-19 pandemic, Hotwire Communications implemented numerous procedures and policies in order to address the concerns and needs of its customers and employees. The Business Continuity team began proactively creating strategies many weeks prior to the virus becoming a serious national concern, enabling the company to be fully prepared to enact policies and procedures for remote working and social distancing while maintaining vital operations and functions.

Efforts to Protect Employees and Customers

  • In an abundance of caution, Hotwire Communications implemented remote work policies for employees prior to local and state shutdowns. Employees were equipped with laptop computers, headsets, and all necessary network connectivity to allow them to continue regular work functions from home.
  • Prior to the start of remote working, workspaces within the Hotwire Communications headquarters were limited to essential personnel and the in-office, staffing plan was modified to reduce the number of employees in a single location, to ensure social distancing guidelines, issued by the CDC, were respected.
  • Hotwire Communications was the first to begin providing all in-home technicians with PPE, including face masks, shoe coverings, disinfectant wipes, and sanitizing gels and sprays, with a team dedicated to sourcing these items.
  • Additionally, in-home technicians were thoroughly trained in utilizing proper sterilization techniques before, during, and after all appointments.
  • All appointments are pre-screened in order to ensure that no occupants of the home are ill, are believed to have come into contact with a positive case of COVID-19, or have traveled to affected areas within fourteen (14) days prior to the appointment time.
  • The Construction Team is equipped with an IR thermometer for customer-facing work so that employees and contractors can be checked prior to working near others.
  • In order to adhere as closely as possible to CDC guidelines for social distancing, site visits and assessments are being conducted virtually via live-camera walkthroughs provided by either the site contact or a Hotwire Communications employee if the unit is empty.

Supporting Our Communities

Our network is designed with redundancy in mind, to keep you online no matter what. Our all-fiber network has continued to perform well, maintaining 99.99% uptime with no loss in quality, despite the rise in bandwidth consumption it has seen recently due to the high volume of customers using wireless services at home.

We are working closely with our investment partners, county school boards, and local municipalities to ensure that our fiber-based technology solutions are being used to help bridge the digital divide at time when these services are most vital.

Self-Service

As our ongoing support is sometimes resulting in longer than normal wait times in our local customer care call centers, to save yourself time, we encourage you to use the following self-service tools on our Hotwire Fision app or at gethotwired.com to perform tasks such as:

  • Paying your bill
  • Getting general troubleshooting tips
  • Submitting online requests for non-urgent issues
  • Accessing and changing account information

Sometimes, resetting your set-top box or modem will solve simple problems. Simply unplug the device, wait 30 seconds, plug it back in, and wait up to 5 minutes for the device to fully reset.

For any issues which cannot be resolved through the use of our self-service tools, our technicians are standing by to help you with any problems you might have, and our account managers are prepared to remotely answer any questions you may have about your account.

If you have not done so already, download the Hotwire Fision app to your Android or iOS device.


Entertainment Options

We have many different entertainment options available with our amazing HD Television service to help your entire family keep up to date with the news, or settle in for a movie and some popcorn.

Look for “2020 Movies in Theaters” in your On Demand menu to order newly released films.

To help our customers make the most of their time sheltering in place at home, we have expanded our entertainment options and have been offering limited-time free previews of premium channels. Stay tuned for e-mails and/or set top box messages on upcoming free preview announcements.