Last Updated: March 21, 2021

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 and your loves ones have continued to stay safe during the ongoing pandemic. This period has been one of continued change and constant adjustment, and we at Hotwire Communications are committed to providing each of our customers with the same level of service they have come to expect from us, while doing everything we can to guarantee the health and safety of both our customers and our employees. This has included pre-screening all appointments, and increasing our capabilities to remotely assist customers with their devices and services through innovative new products such as TechSee, an Augmented Reality (AR) enabled virtual assist tool.

The strategies detailed below have played an important part in enabling us to meet the needs of our customers, and 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 provide world-class services without any reduction in quality.

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. Over the past several months, we have come to rely on internet connectivity more than ever, whether to work remotely, attend online schooling, to stay connected with our loved ones, or to unwind at the end of a long day, and Hotwire Communications is continuing to work hard to maintain the same level of quality and connectivity that customers have come to expect from their Fision services.

Secure, separate locations have been designated in our Network Operations Center (NOC) and Customer Service teams are now working remotely in order to ensure that our most critical functions remain available to all customers, 24/7 and without interruption.

Our customers can continue to enjoy our line of services including Gigabit speed internet, IPTV, telephone, home security and automation technology. We are also working directly with customers who are most impacted by the effects of this disease, with a dedicated team established to handle these issues with each customer individually.

Highly trained technical specialists are available to assist you 24/7, both through our Call Center and via remote account management teams on the Hotwire Fision app. If you are ill, these remote services will be able to walk you through any technical questions you may have. Hotwire Communications has also created a series of Fision Educator videos in order to better help customers understand how to use their Fision products and services. Please click the link below in order to access the full series of Fision Educator videos.

The Fision Essentials series of virtual tutorials has been launched to provide customers with and educational and personal way to receive product overviews, hands-on training, and tutorials for the services and devices they use most, complete with Q&A sessions and the opportunity to receive one-on-one help.

Hotwire Communications has also created a series of Fision Educator videos in order to better help customers understand how to use their Fision products and services. Please click the link below in order to access the full series of Fision Educator videos.

Fision Educator

TechSee

In addition to the self-service tools available through gethotwired.com and our Hotwire Fision app, Hotwire Communications has launched a new virtual assist tool, TechSee. Enabled by Augmented Reality (AR) technology, TechSee provides customers with completely contactless, remote Virtual Tech Visits and No-Touch Installations. Customers will be sent a link to activate a one-on-one video chat with one of our highly-trained technical experts, who walk customers through each step of the installation or troubleshooting process. Customers can additionally aim the camera on their smartphone or tablet at one of their devices, such as a set-top-box, remote, or cable, and receive both audio and on-screen visual prompts letting them know which buttons to press, which cables to plug in and which end, which ports to use and where they’re located, and more.

For more on our exciting new TechSee virtual assist tool, please watch the below 80-second video.

Hotwire Virtual Assistance with TechSee Integration

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 in March. 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 bandwidth intense internet 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 a 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 you time, we encourage our customers 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 equipment troubleshooting tips
  • Submitting online requests for non-urgent issues
  • Accessing and changing account information

Sometimes, resetting your set-top box or wireless 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.

As a newly added self-service feature, the process of adding new channels to subscription packages has been streamlined for all Hotwire Fision customers with a set-top box. When viewing a channel that is not currently subscribed to, customers can now use their remote to upgrade right on the channel screen, without needing to call a representative to change their plan.


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. As new movies continue to make their debut directly on our On Demand platform, keep checking back to see what the latest titles are!

With everyone at home, you may find that deciding on what to watch is a difficult argument to settle. End the battle over the remote control by downloading the Fision Go app! Available on Apple, Android, and Microsoft app enabled devices, the Fision Go app lets you stream live television with the option to cast to any Chromecast enabled display. You can also use this app to check your TV guide with live previews of what’s currently airing, schedule and watch DVR recordings, and access our library of On Demand content! Download the app today!