Hotwire is pleased to be your service provider for all of your home entertainment and communication services! We offer a variety of options that allow you to fully customize your services. Our most popular retail services are digital cable upgrades, premium movie packs, sports packages, internet upgrades and more!
A Few Things to Better Help you Navigate your Hotwire Community Page
- Current Hotwire community announcements will be located on the My Community Page.
- You will find available services and upgrades on the Products Page of this website.
- The rates for the corresponding products will be found on the Rate Sheet
- Your most current channel lineup is located (and printable) on the Channel Lineup Page.
- On the Support Page you will find useful information like user guides, subscription channel and package instructions, remote control guides, AVG Anti-Virus link, spyware remover link, our speed test, phone features guide, billing information and FAQ's.
Who is Hotwire Communications?
Hotwire Communications, founded in 2000, specializes in providing advanced video solutions, high speed internet access, digital phone service and other IP related products and service. We are a privately held communications company based in Philadelphia founded and run by industry executives who have been in the telecommunications industry for the past 32 years.
How is Hotwire different from other providers?
Hotwire only serves customers who live in multi-family communities including condominiums, home owners associations and apartments. We specialize in community living environments and have designed services and programs to meet the needs of these residents.
- Dedicated Technicians. Hotwire dedicates technicians to each community to ensure accountability and that the best level of technical support is provided at all times.
- Customer Support. Hotwire operates our own customer support offices, staffed with full-time care representatives located in Boca Raton, FL and Bala Cynwyd, PA. We do not use outsourced call centers to answer our customer’s calls. We provide customer service 24x7x365!
- Account Management. Each community has been assigned a dedicated Account Manager to take responsibility for the quality of service at your property. Your Account Manager will visit with your property management staff regularly to ensure that all concerns and issues are being addressed in a timely manner.
We are proud of our customer service rating with the Better Business Bureau. www.bbbhotwire.com
We are confident you will enjoy all of the advanced services and customized options that Hotwire has to offer. From all of us, thank you for choosing Hotwire Communications.
Customer Care Team
Dear The Edge at Avenue North Resident,
We are pleased to be your full-service provider for all of your home entertainment and communication needs!
Your video entertainment will be Dish Network provided by Hotwire Communications. We offer a variety of options to customize your Hotwire experience and maximize your entertainment. Premium Movie Packages, HD service, DVR service, and season sports packages are some of the retail services available. Check your Rate Sheet to verify availability at your property.
We encourage you to view your community website, for helpful information about Hotwire services, easy payment options and more!
This Welcome Kit is designed to introduce you to Hotwire services and make this transition as smooth as possible. Enclosed you will find important documents regarding your service along with other useful reference pieces..
We’re here to make sure you enjoy the advanced services that Hotwire has to offer. From all of us, thank you for choosing Hotwire Communications.
We look forward to serving you!
Customer Care Team
How To Access & Manage Your Online Account
If you selected to create an online account during your home survey you will not need to register again. Once your services are installed you will have access to your new online account using the user name and password that you provided.
To access your account visit: www.gethotwired.com and login
To register, you will need your statement code from your Hotwire bill.
Hotwire Payment Options
For your convenience, we have automatic payment options available:
Auto-Pay: Every Month
Pay your monthly bill automatically!
Login to your online account via our web site: www.gethotwired.com
On the PAY BILL tab select "Sign up for automatic payments" option.
To establish automatic payment by credit card please complete our online enrollment page. For automatic payment using a checking account please download our Direct Debit Authorization Form and follow the instructions listed.
E-Payment: Single Payment
Make a one-time online payment to your account
Login to your online account via our website www.gethotwired.com. Click on the red PAY NOW button. You will be presented with 2 options.
- Credit Card
- Checking/Savings Account
Select the option your prefer and complete the required fields and submit your payment.
Pay By Phone: Single Payment
Pay with Credit Card or Debit Card
Dial 1-800-355-5668 and select the billing option. In the billing menu select the prompt, pay-by-phone. Have your account and card information available and continue to follow the prompts to complete your payment.
If your circumstances do not allow you to use Auto-Pay, E-payment, or Pay-by-Phone send a check or money order payment to:
Be sure to include the Payment Coupon from your bill OR put your account number in the memo of your check and mail to:
PO Box 57330
Philadelphia, PA 19111-7330
Sign up for e-billing today.
Receive an e-mail when your Hotwire bill is ready, saving yourself the trouble of receiving paper copies. Go to www.gethotwired.com. Have your statement code from your Hotwire bill ready to complete the sign up process. Once signed up you will need to select “Enroll in paperless billing” option on the My Account page.
Remote Control Guide
Transform your computer, smartphone or tablet into your TV and enjoy the comfort of home from anywhere!
Dish lets you enjoy all your live channels to always keep you and your family entertained.
Do I need to pay to use DISH Anywhere?
No! DISH Anywhere offers thousands of TV shows and movies available for free to all. DISH customers can login with their DISH user ID and password to access even more:
- When you subscribe to a digital cable package, you can unlock premium content from net works you already subscribe to at home throughyour DISH service.
- Search the guide and schedule DVR recordings – all online.
What will I need to access the advanced features of DISH Anywhere?
To Unlock Premium Content:
You must be a DISH customer with a digital cable package and login with your DISH user ID and password. The networks you subscribe to at home will then -unlock- giving you access to watch them online.
How do I login to DISH Anywhere?
Simply click “Login” at the top of the page and enter your DISH user ID and password. This is the same ID and password you would use to log into www.dish.com.
If you are a DISH subscriber, but do not have a user ID and password, you can register your account online by entering your account details at https://my.dish.com/customercare/usermanagement/verify.do
If you have problems please call Hotwire’s customer care team at 1-800-355-5668.
Q: What will happen to my Hotwire Services if my home loses power?
A: Your equipment should boot back up when the power returns however if it does not you may need to reboot your box. To reboot your box simply unplug the power from the wall, wait 30 seconds and plug it back into the wall.
Q: Will wires be run along the walls during installation?
A: Installations are custom and when possible all cabling will be run inside the walls. Ask the technician to go over his plans with you before he begins the installation.
Q: How do I select additional services and programming packages?
A: Call our Customer Care team at 1-800-355-5668 and they will be able to guide and assist you with your requests.
Q: How do I learn how to use Hotwire equipment?
A: Our technician will verify that you are satisfied with the installation and then will instruct you on the working of such items as the box remote control, accessing the Internet, speed measurements, etc. If you opted for the Hotwire telephone service, you will receive additional instruction for using our phone service.
Q: What do I do if something goes wrong?
A: There are a lot of topics and guides on the support page; you may find your answers there. You can also call us; our Customer Care Center is open 24/7/365 for your support and can be reached at 1-800-355-5668. If they cannot solve your issue over the phone they will schedule a technician to come to your home.
Q: How do I upgrade my viewing package?
A: Visit your rate sheet to see what services are available at your community; then call our customer care team at 1-800-355-5668 and they will assist you. If you already have a box, they can make the changes for your immediate viewing. If you need an appointment to have a box installed, they will schedule that appointment with you.
Q: What is a Box and do I need it?
A: The box is required to view the full digital lineup (including Premium channels) and On-Demand programming (if available on your property). A Digital Video recorder (DVR) is a special type of box that contains a hard drive capable of storing recorded programming.
Q: How can I see what channels are available in my current subscribed package?
A: Channel line ups can be found on the web site on the Channel Line Up page. You can also view programming by using your guide button on the remote.
Q: I lost my channel lineup that was given to me. How can I obtain another one?
A: Your channel lineup is available on this webpage and can be printed.
Q: Will the Hotwire technician be able to program my third party remote control?
A: No. If you have a custom remote control (e.g., Logitech Harmony, universalremote.com Model MX450, etc.), you will need to have it programmed to work with our box. Hotwire does provide you with a universal remote at no cost that can control your box as well as your TV, audio system, and other equipment.
Q: What is the recording capacity of my Dish Network HD/DVR converter box
A: The 722 DVR box can record 350 hours of television in SD and 55 hours in HD.
Q: How many recordings can I make simultaneously on my Dish receiver?
A: You can record two SD or HD programs at the same time.
Q: Can I watch a third program while I am already recording two?
A: No, you can only change the channel to live TV on the DVR box if you are recording one program; however you can record two programs and watch a previously recorded program at the same time.
Q: What are the sports packages hotwire offers and how much do they cost?
A: We also offer subscription sports packages, you can find them listed on the rate sheet. As they become available for purchase the pricing will be updated on our website. To order call our customer care team at 1-800-355-5668.
Q: What international channels does Hotwire offer?
A: This programming is available by subscription for televisions that have a box; availability and prices are available on the Rate Sheet.
Q: Will my TiVo® work with Hotwire's system?
A: Your TiVo will work when connected to our Basic tier (analog or digital) via the coax connectors currently in your home (no cable card required). It will not work through a Hotwire Digital box.
Q: Is Dish Anywhere available? Do I need to pay to use it?
A: Yes, Dish Anywhere is available to you when you subscribe to a digital cable package and you do not need to pay for it. Dish Anywhere offers thousands of TV shows and movies available for free to all.
Q: How do I log in to Dish Anywhere?
A: Click Log in to Dish Anywhere at the top of the page of the Dish Network Page and enter your Dish User ID and password. This is the same ID and password you would use to log into www.dish.com. If you are a Dish subscriber, but do not have a User ID and password yet, you can register your account online by entering your account details at https://mydish.com/customercare/usermanagement/verify.do
Q: How do I know if Hotwire offers Telephone service at my property?
A: Look on the Rate Sheet tab to see if it is listed.
If Hotwire telephone is available on your property, see the Q & A below.
Q: Can I keep my current phone number if I take Hotwire Telephone service?
A: Yes, you can keep your existing telephone number by porting it from your current provider to Hotwire. On the support page under the phone tab there is a form called a Phone Port Letter of Authorization. This is an online form and once you have completed the information you just click submit. Hotwire will call you to schedule your installation appointment when your phone is ready to be ported over to Hotwire from your current provider.
Q: What is the story about Hotwire's telephone service?
A: Calling within your Local Calling Area is unlimited. Calls to outside the Local Calling Area are considered Long Distance and the standard plan provides 2,000 minutes of calling per month. Incoming calls do not count towards the 2,000 minutes. (Taxes & fees apply per month and will be charged for all products)
Q: What are your rates for international calls?
A: International calls are priced based on the country/area you are calling. Hotwire’s rates for international calling can be found online at gethotwired.com/international.
Q: Will I be able to see my phone usage?
A: Yes, if you enroll in online billing you will be able to see your phone usage and a summary of calls.
Q: Do my long distance minutes roll-over from month-to-month?
A: No, any unused long distance minutes do not carry over to the next month.
Q: What features are available with the Hotwire telephone service?
A: The array of standard features includes Call Waiting, Call Forwarding, Caller ID (name and number), Three-Way Calling, plus many others. More information is available on the support page under the phone section.
Q: What is Voice Over IP (VoIP) telephone service?
A: The strict definition of VoIP telephone service is Voice over Internet Protocol - a technology allowing telephone calls to be made over computer networks just like the Internet. VoIP converts analog voice signals into digital data packets permitting conversations using Internet Protocol (IP). IP is the system of addressing used for computers. What is very important with the Hotwire version of VoIP is the fact that a call made on the Hotwire network travels on our fiber to our main data center. From there it goes out immediately over the Public Switched Telephone Network like any regular landline telephone call.
Q: Will the Hotwire telephone service work with my home alarm service and or emergency alarm?
A: While we cannot guarantee it will work with all systems, we have installed our telephone service in many communities where home security alarm companies are prevalent and we have not experienced significant problems.
Q: Will the Hotwire telephone service work with my alarm service?
A: Yes, we have installed our telephone service in many communities where the incumbent alarm company was retained and have not experienced significant problems. Please request to speak to one of our security consultants for more details.
Q: What type of internet access service is being offered by Hotwire?
A: Hotwire offers many different tiers of High Speed internet. To find more about if internet is offered by Hotwire in your community, check your Rate Sheet.
If Hotwire internet is available on your property, see the Q & A below.
Q: Will I have to replace any of my existing computer equipment?
A: No. everything that works with your current provider should function with your Hotwire service. We do sell, install and support our wireless routers for a $150.00 one-time charge.
Q: What type of internet security/Anti-Virus option does Hotwire offer?
A: Hotwire recommends AVG, a highly rated Anti-Virus Software that is available at no charge. A link to the AVG download can be found on this website. The link is located on the support tab in the internet section.
Q: Will I have to change my email address when I convert my Internet access to Hotwire?
A: The answer depends on your current email domain. If your email address ends with @gmail.com, @hotmail.com, @yahoo.com, and many other generic domains, you will not have to change. However, if your email is a proprietary domain like comcast.net, you may have to change it. In preparation for the day your Hotwire Internet services are activated, we suggest you begin now to transition your contacts to one of the above-mentioned generic domains. This will ensure a smooth transition with minimal disruption.
Q: Will I get a Hotwire monthly bill if I do not take any additional products beyond what is provided by the Home Owner’s Association?
A: No. If you do not subscribe to any additional products, you will not get a monthly bill.
Q: How do I find out more about reading my bill, paying my bill and signing up for e-billing or auto debit?
A: On the support page you will find the Billing tab. On the billing page, all of these types of questions are answered along with attached directions and forms.
If you subscribe to Voicemail the voicemail system is menu driven. Listen to the voice prompts and then press the keys on your phone to select an option.
Voicemail Plus & Advanced Features
If you subscribe to Voicemail Plus you will also have access to our online portal which offers many advanced features. This includes the option to have your voicemail sent to your email.
Click to see more information.