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.
Kristin Johnson Karp
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.
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.
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:
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.
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.