UPDATE: 3:20p TUESDAY: HotWire was reportedly supposed to have a representative at the Boca Falls Clubhouse on Tuesday but the person never showed up, raising more concerns about HotWire’s customers service.
UPDATE POSTED TUESDAY MORNING. CLICK HERE.
Boca Raton, FL (BocaNewsNow.com) Boca Falls, a gated community between Palmetto Park Rd and Glades Rd, west of 441, is dropping Comcast Cable in favor of “Hotwire Communications,” a company that provides television, internet, and phone via fiber optics. Basic cable through Comcast is included in HOA dues.
While home owners have been frustrated by Comcast’s poor quality of service and outdated system that dates back to Adelphia Communications, some are fuming, saying that the switch to Hotwire will be disruptive, counterproductive, and expensive, resulting in a significant increase in HOA fees. Other communities, including Boca Isles, report service problems, construction issues, and inexperienced customer service representatives from Hotwire. Communication review websites are full of complaints about the service.
“Hotwire Communications is the Worst Co. I’ve Encountered Where do I begin? Horrible, horrible company. They provide the cable and internet in my building. If I would have known that hotwire was the cable company, I never would have purchased this condo.I feel so stupid now. No way I would have bought this place if I knew they were the cable and internet company. I have tremendous buyers remorse. Beware of Hotwire.”
Here is another:
“Hotwire Communication is the worse internet provider
My internet have been down for last three days and i called hotwire atleast 6 or 7 times still no show.I work from home and now i have no work for last three days.
And now i am trying to cancel and still getting a run around.”
Comcast, others are quick to point out, has serious problems as well, but some argue is a national company with national recourse. Comcast is a partial owner of NBC. Comcast’s service in the community has reportedly been poor, with video on demand services working just a fraction of the time.
It is not uncommon in Boca Raton’s gated communities for homeowners associations to make deals with utility providers in exchange for discounted “bulk” rates. These bulk rates are included in mandatory HOA dues whether a homeowner uses the service or not. While some homeowners say the switch to Hotwire is a good move towards future technology, many are concerned with what happens more immediately. The so-called new economy has given way to many telecommuters who rely on Comcast’s Internet connection to work. There are many reports of the transition to Hotwire resulting in widespread and lengthy service disruptions.
Below is an email forwarded to BocaNewsNow.com from the Boca Falls board of directors to homeowners. (If you have news about your HOA, please forward it to us at news(at)BocaNewsNow.com.)
Share your experience with either company below.
Dear Boca Falls Residents,
As many of you are aware, the cable television agreement that Boca Falls Home Owners Association has with Comcast is ending in November 2011. The Board of Directors has spent many months reviewing options for a provider and has entered into an agreement with Hotwire Communications for cable television and internet service.
Hotwire offers fiber-optic service for both internet and cable television, and will be hosting several information sessions at the Clubhouse to answer all homeowner questions, the dates of which will be posted on the message boards as well as e-mailed to our residents. This would be a good time to update your contact information including telephone numbers and e-mail addresses with the Management office. A copy of the Resident Information Form is attached for your convenience. 11-10-28 BF Resident Information Update Sheet.pdf
Hotwire will be laying the fiber throughout our community beginning in November 2011. Once the fiber is installed, each homeowner will be able to schedule a time for the Hotwire technicians to come into your home and activate your cable and internet individually. A good time to get all the details of this installation will be at the Hotwire information sessions.
Since the Association will be providing internet and cable service, all homeowners will be able to cancel their current cable and internet provider, once their individual home is activated by Hotwire. We are still exploring different alternatives to deal with the transition from Comcast to Hotwire in the least disruptive and most cost effective way for all our homeowners. This is in conjunction with our efforts to finish our budget for the 2012 fiscal year. Expect a copy of the preliminary budget for the 2012 Fiscal Year through the mail (US Postal Service)
We hope you will take advantage of the informational meetings Hotwire offers to learn about the technology investment we are making in our community.
Board of Directors
Boca Falls Home Owners Association