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Hotwire reminds customers to contact its offices, not the city, after error

By Liz Moomey
liz.moomey@salisburypost.com

SALISBURY — Jonathan Bullock, vice president of corporate development and government at Hotwire Communications, said about 50 customers were affected by an automated telephone error last week.

The city of Salisbury posted a statement from Hotwire on its Facebook page Thursday after several residents contacted the city about a Hotwire Communications phone call.

“We are aware of an automated telephone error that resulted in certain customers receiving a past-due notification call,” the Hotwire statement said.

Bullock said the error was because of a problem with payment notifications “crossing each other in the mail.” Hotwire has resolved the problem and taken measures to ensure the error won’t happen again.

Bullock reminded customers to call Hotwire directly if they have questions or problems with Hotwire Communications instead of calling the city. Customer concerns can be immediately addressed if they call the customer service center, he said.

In May, Salisbury residents voted in a referendum to approve a lease allowing Florida-based Hotwire to lease the Fibrant system from the city. The lease is a minimum of 20 years. Hotwire took over management of the city’s internet source in October.

Hotwire has made efforts to be visible in the community, creating a local customer call center and being sponsors of events such as the North Carolina Main Street Conference, the economic development summit and the Cheerwine Festival, Bullock said. At the Main Street Conference, Hotwire will present information on the advantages that local broadband service has brought to Salisbury.

Hotwire is also looking to move to an office downtown.

He said converting customers was the first priority, but having a downtown presence is important to Hotwire so people can pay bills, sign up for services or talk to a customer service representative there.

The general manager for the market, Michael Grandizio, has moved to Salisbury as well.

Bullock said Hotwire’s goal is to have a local feel while delivering a corporate product.

Several customers complained about customer service during the Hotwire transition, but Hotwire representatives concentrated on addressing customer concern about the lack of in-town customer service and follow-up with customer queries.

Hotwire Communications continues to update the system for video customers, which will be a longer process since technicians have to go into individual homes. But those transitions are close to completion, Bullock said.

Hotwire is also accepting new customers, both residential and commercial.

Hotwire unveiled an updated website detailing its services, which now include pay-for-view, the Eero home wi-fi system, and voice remotes.

Hotwire’s marketing will be more visible with mailers and, in April, it will launch Fision Go, which will offer customers streaming and an app.

To contact Hotwire Communication, call 800-355-5668. For more information, visit salisbury.fision.com.

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