Business Profile

Internet Services

Hotwire Communications, Ltd.

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

99 total complaints in the last 3 years.
34 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:06/04/2025
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 live in a 55+ adult community where the TV service is included in The **** On Jan28 I was charged $19.99 for a movie I did not order. On Feb28 another movie was charged to my account.. I told ********************** i Watch movies on ******* and The other person Who lives with me is my 97 yr old mother who only knows how to turn the TV on and off. On March a representative of Hotwire walked me through to parental control to Lock The device in case my mother pressed some bottons by mistake. Yesterday I received this months Statement and there was another movie being charged to my account. I called and i asked if I have the parental control locked * as i was told to do by the Hotwire rep * how come I am being charges for a movie I never orderd and couldnt order because everything is locked. The representative told me I had to payfor this movie . She checked with me that the Parental control was in place. She told me I would not receive a credit. I just dont understand if Hotwire told me how to lock Parental control and was verified by The representative now they are charging me for a movie I never ordered. Would you be kind enough to resolve this issue? I would greatly appreciate it.
Business Response
Date: 06/12/2025
June 12, 2025
Ref: 23426868
***** *********
Dear Ms. ************** We appreciate Mr. ********** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After reviewing the account the movie fee was 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,

************************** of ***************
Hotwire Communications LLC
Initial Complaint
Date:05/23/2025
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.
Hotwire is claiming I have a sports package that was not paid for. They disconnected the service for non-payment and are charging me $1019.55 for the package and unreturned equipment. They have turned this over to a collections agency. The equipment they claim I have was never installed. The apt was wired up for Hotwire and two eero routers were placed inside. But they are claiming I have two cable boxes, two remote controls. The apartment has been vacant for nearly two years, without a functioning TV. I have never received an invoice from Hotwire. They also do not have my name correct. The services they offer at the complex are including in the *** fees. I have never signed up for any additional services.
Business Response
Date: 05/29/2025
May 29, 2025
Ref: 23369681
***** ****
Dear Ms. ************** We appreciate Mrs. **** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the account the *** charges were removed,and the customer has been removed from collections.

Again, we apologize to Mrs. **** 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
Customer Answer
Date: 05/29/2025
[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:05/21/2025
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.
The hotwire fision cable box is constantly having issues. Resetting the box shouldn't be so difficult and only works occasionally.
Business Response
Date: 05/28/2025

May 28,2025
Ref:23361854
** ******
Dear Ms. ************** We appreciate Mr. ******* comments and concerns and sincerely apologize for any inconvenience that he has experienced.

The customers reports are being investigated

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:05/13/2025
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.
5/13 /25 BBB This is a complaint about Hotwire Communications internet connection services. ******************************************************************************************* I have written to them numerous times over the last 4 months or so about questionable IP connections being established on my devices, (and most likely other users in ****************, ********** **).Specific contacts have been,***** ******, ******* ******, ***** ****** and their CEO, ******* ****** (****)I do not get answers to numerous snapshots of the questionable connection sent,as is being discovered ousing a ********* command, oCMD netstat -o Or On 1 occasion, a comment from TWaters that there are no issues Which is obviously incorrect as the suspicious IP connection surface frequently. In summary this complaint is:The failure to respond and provide answers to the questioned snapshots sent on numerous occasions or the erroneous reply, as stated above.(copies of the IPs are available, if necessary, they are voluminous)
Business Response
Date: 05/20/2025
May 20, 2025
Ref:23322404
****** ********
Dear Ms. ************** We appreciate Mr. ********** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
The customers reports are being investigated

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
Customer Answer
Date: 05/21/2025
[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: 23322404

I am rejecting this response because: Complaint: 23322404

I am rejecting this response because:
HOTWARE is making erroneous comments , I.E.,

they do not answer the the suspicious IP connections sent to all the named employees as they occur .

apprx 50 or so over the past weeks/months.

my guess is they BLOCK my emails to avoid a reply to mee and therefotre this complaint
They do not have the integrity to respond to ME and now this erroneous reply to the BBB
or so over the opast weeks/months

This compl,aint remains unrersolved and needs to be pursued further with hOTWIRE.
This complaint rmains uneresolved and needs further pursuit by the BBB with Hotwire.

Regards,

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

Regards,

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

Customer Answer
Date: 05/22/2025
This is additional infor on this complaint

It remins unresolved and I ask that the BBB pursue furter with this company HOTWIRE

Pleasas confirm
Business Response
Date: 06/03/2025
June 3, 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 in reference to the ********************** network. All systems and processes are functioning as expected, with no evidence of issues on our end. Hotwire has explored every reasonable avenue and determined theres nothing more to uncover.

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: 06/04/2025
[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: 23322404

I am rejecting this response because:
Hotwire personnl , ***** ******, ******* ******, ***** ***** and ******* ******* , CEO do not reply properly to the numerous suspoicious IP smapshots sent to a;l of them

wll ove 30 +

This complaint s not answered and needs follow uo and publication

Regards,

****** ********
Initial Complaint
Date:05/08/2025
Type:Order 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 an apartment complex that included bulk billing as part of my lease agreement. The apartment was brand new and before I could move in I was required to have a technician from Hotwire Communications come out to install the cable box for my unit. This was on 7/8/2021 and I moved out the following year. Recently I began receiving phone calls from a debt collector that are now on a daily basis and informed me I have a balance of $500 for an equipment fee. I have attempted to resolve this issue with Hotwire in April 2025 and May 2025 as I was not in a contract with Hotwire nor did I make payments to Hotwire or was ever informed that this equipment was my responsibility as it was all handled through the apartment complex. I would like the charge to be removed and also have the third party debt collector stop harassing me for months now from an alleged claim from almost 3 years ago.
Business Response
Date: 05/14/2025
May 14, 2025
Ref: 23302017
******* *******
Dear Ms. ************** We appreciate Ms. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the account the *** charge has been removed, and the customer's account has been removed from collections.

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:04/15/2025
Type:Order 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.
My HOA has a contract with Hotwire, they provide us with internet and TV for no additional charge. Mar. 17 We had trouble with a TV box, it would not turn on. Called hotwire they will send a tech. Mar 18 tech arrives replaces failed power supply, TV box turns on, problem solved. Apr 15 Noticed charge for $99.00 on my statement. Apr 15 Called hotwire billing inquiry to see what it was for they said for tech visit. I explained the power supply failed and it was replaced. This was the 3rd TV box that had the same problem, the other 2 also had a failed power supply which Hotwire replaced at no charge. On the first 2 replacements I was present, and I asked one of the techs if this was a common problem, and he said it was. So Hotwire knows the power supply has a problem, and now they want to charge me to replace a piece of their hardware they know has problems. Hotwire said they would get back to me in 3 days, or if not I should call them back. This seems very dishonest. I would like the charge taken off my account.
Customer Answer
Date: 04/22/2025
Hotwire has credited my account. Thank you for the assistance.
Business Response
Date: 04/22/2025
April 22, 2025
Ref: 23209190
******* ********
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After review of the account the service fee was 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,

************************** of ***************
Hotwire Communications LLC

Customer Answer
Date: 04/23/2025
[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:04/07/2025
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.
Terrible experience. **** came and accidentally dug up the same area where Hotwires underground cables were located. This is an ************* and Hotwire assumed that they would have first dips on being the internet provider for the community. It took Hotwire 23 weeks just to complete the initial repair, followed by another 3+ days for a second fix. Throughout this process, there was zero communication or status updates from Hot wire. We were the ones to initiate any kind of status update. To make matters worse, they dont operate on weekends, so we were left without internet during that for that time over 72+ hours. Its incredibly frustrating that an internet provider shows such a lack of urgency when addressing service outages. Theres no clear escalation process, and the only point of reference youre given is your account number. My experience over the past three weeks has been absolutely awful. While our account manager, Junior, made efforts to help, the company as a whole failed to act with any real urgency or *********** this point, paying for this months **** feels completely unjustifiedwe were without service for most of it. Im beyond frustrated that their infrastructure is so vulnerable, with no safeguards to prevent other companies from disrupting it. Overall, this has been a horrible experience, and I will never recommend Hotwire to anyone. I'd like to have the outtage quickly and urgently.
Business Response
Date: 04/10/2025
April 10,2025
Ref: 23171796
Agent *****
Dear Ms. ************** We appreciate Mr. ***** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire Technicians are actively working to repair the Fiber issue at the customers property. As a courtesy we have also issued a service credit on the account.

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:04/02/2025
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 purshased a home from ******, ****** and HOA provides there buyers with the service of Hotwire fision X. I moved into ******** a month ago and ever since Ive been experiencing issued with hotwire and there services. I have called multiple times and spoken to supervisors and manager of the community everyone is aware of the issue with the internet and yet the solution has not been resolved. multiple techs has came inhouse and identied that the issue is not withing any connections of the home it has to be something within the main line. My family and i remain with no service but we still have to pay our bills because there due with our HOA. what i am asking for an immediate solution. and not to charge my service until it is completely resolved
Business Response
Date: 04/08/2025
April 8, 2025
Ref: 23151914
Yaritzy Linares
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

The customers issues are being investigated for a resolution

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: 04/09/2025
[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: 23151914

I am rejecting this response because:

Regards,

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

I do not want the case to be closed until the service is reinstalled and working properly

Business Response
Date: 04/14/2025
April 14, 2025
Ref: 23151914
Yaritzy Linares
Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

The customers issues are being investigated for a resolution

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,
Customer Answer
Date: 04/17/2025
[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:03/30/2025
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 business makes it very difficult to cancel. There is no option online. Their online option to live chat is not working. When I call their line to speak with someone there is no menu option to cancel. Regardless of the option I select, I stay on hold for long amounts of time, the option to receive a call back does not ******* should not be this difficult to discontinue service.
Business Response
Date: 04/02/2025
April 2, 2025
Ref: 23128363
****** *****
Dear Ms. ************** We appreciate Mr. ***** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Mr. ***** has been contacted and his concerns addressed

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:03/28/2025
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.
Hotwire Communications has suspended my service at least 3 times for non-payment. First for $101 they charged for a visit where a TV box was removed from my property in ******* and returned on January 27, 2025. On January 27, 2025 the Hotwire representative removed a tv box that was flashing and over-heating (Ticket *******). It was removed for safety reasons because I was fearful of a fire starting. Hotwire at first charged me for this removal a fee of $101. My account was suspended when I returned the TV box on 1/27/25. It was then suspended on 2/26/25 for a $2.28. On 2/24/25 ***** removed the charge of $2.28 and added a credit of 23 cents. On 2/26/26 ******* ***** removed the 23 cents credit, which I waived (ticket ********). On 2/27/25 the charge of 23 cents was added back without my consent. My internet service continues to be suspended in *******. I have requested a Hotwire manager contact me 6 times. Not once has a manager contacted me. I would like a Hotwire Manager to contact me and in-block my account.
Business Response
Date: 04/02/2025
April 2, 2025
Ref: 23128363
****** *****
Dear Ms. ************** We appreciate Ms. ****** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the account the billing charges were corrected on the account.

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,

************************** of ***************
Hotwire Communications LLC
Customer Answer
Date: 04/11/2025
[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: 23128363

I am rejecting this response because:
The account still has not been permanently closed. All equipment was returned to Hotwire on 4/3/25 via *** tracking # 1ZCV72559036009823 at 9:43am. I was told on 4/11/25 by ***** that the account will take a few days to close. I would like final confirmation that the account was permanently closed.
Regards,

****** *****

Business Response
Date: 04/14/2025
April 14, 2025
Ref: 23128363
****** *****
Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
We appreciate Ms. ****** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the account the billing charges were corrected on the account. The account is fully disconnected free and clear of any charges or equipment.

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,

***** N. ********-Director of Case Management
Hotwire Communications LLC

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