The following email was sent to Hotwire this morning addressing the ongoing issues here in Plat 1.
There is a pressing issue here in Delray Villas Plat 1, that is being reported throughout the community. I have experienced this in my own home as well. During any program, on any channel, the tv stops and starts spooling as if it’s buffering. We have found a work around by pressing the up or down channel keys. This unfortunately does not always help. Most often we have to reboot the tv that’s having the issue. Unless it’s affecting the main tv. Then that tv must be rebooted to get all tv in the house back on track. I have experienced this sometimes more than once a day. There are also times when a channel will stop completely and revert to the screensaver. Our neighbors reported this at the last HOA Board meeting. Please advise on what can be done.
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Thank you
Andrea "Angel" Mitchell-Shelton
Delray Villas Plat 1 HOA President
We’ve received our latest update from Hotwire. The project is moving along on schedule. Community Engagement and Hotwire have also kept track of the calls and emails for customer service and tech support. As of this writing, there have been a total of 27 first time interactions, i.e., calls and emails. Most issues have been corrected promptly. We’re currently at a 93% satisfaction rate. For the 6% that are dissatisfied or still having issues, we ask your patience. This is a new build. Our community is not the only one having these issues. I’ve spoken to other communities. Technology moves at a fast pace; it sometimes can’t keep up with itself. We’ve heard your concerns and issues, even the online rants. We appreciate the homeowners that have chimed in in praise of Hotwire.
In October 2022 Delray Villas Plat 1 HOA Board signed a 10 year contract with Hotwire to provide cable and internet to our community. Construction has begun and is on schedule. Service is scheduled to be live August 1 2023. Every home in the plat must be wired whether you intend to use the service or not. You are not required to have Hotwire as your provider. You will not have Hotwire service until you set up a consultation with a Hotwire representative. You are at liberty to stay with Comcast if you choose to do so. You will however need to contact Comcast to set up your services independently and at your own cost. Please come here for all future updates on the Hotwire installation progress.
Without a consultation, you can not have Hotwire. As previously stated, you do not have to migrate over to Hotwire. You will, however have to set-up Comcast service on your own and at your own cost.
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*If you are going with Hotwire, it is your responsibility to return your Comcast equipment. Delray Villas Plat 1 is not responsible for your equipment. All equipment must be returned within 30 days of end of service*
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*UPDATE
06/20/2023
There was a meeting this week with the Launch Account Manager (LAM) This meeting was attended by the HOA President, Secretary and Community Engagement. The Hotwire business model is quite comprehensive. As the construction phase is ending, we are being handed off to the LAM. The LAM will be our point of contact until all installations are complete. If there are any issues during this time, please reach out to Community Engagement via the website or the Homeowner Services phone line as we are now the liaison between the homeowner and Hotwire. Hotwire wanted to have an onsite office here in the plat for the LAM, but since no space is avail, they will have an office about 15 min away and they will also be available via phone or email. Hotwire understands that their system is new to most so they have a special team to educate homeowners. During installation each homeowner will be offered the option of having a Hotwire "Educator" come out and give instruction on operation their new home entertainment system. This is valuable information and great customer service!
Some of our homeowners have Hotwire installation dates! Since our new system is internet driven, we will all need to adjust to the inevitable changes to what we have become accustomed to with Comcast. The most visible of these changes will be the Community Access Channel (channel 63). The Delray Villas Plat 1 Community Information channel will now be found on Channel 99 with your basic Hotwire package. Because it is Hotwire, only those with Hotwire service will have access to this channel. Its content will be specifically tailored to Delray Villas Plat 1. Community Engagement will be the administrator for this channel, as it will mirror our website. Hotwire has already scheduled our training on channel creation, content management and overall design. The actual content program will be installed on the HOA laptop, as well as the Community Engagements PC. They will run on a separate VPN, for an added layer of security. The access point for this channel will be installed in the home of the president, Andrea Mitchell-Shelton, as this is where both devices are kept. We will be reaching out to the current channel administrator to make sure that the current Community Access content is included on our channel, as they will no longer be able to broadcast to our plat.
*UPDATE*
06/17/2023
The Hotwire launch is on schedule. Some of the homes in Plat 1 will be live this coming week. That being said, the question of returning Comcast equipment has arisen again. It is the responsibility of each homeowner to return their own equipment within 30 days of service disconnect to avoid any further equipment charges from Comcast. Unfortunately, the HOA cannot be responsible for homeowner equipment. The HOA board understands that this may present an issue for our “Snowbirds”. It is our hope that all of our “Snowbirds” returned their equipment prior to leaving for the summer as recommended. If you did not return your equipment, and will not be back before the season, here are some suggestions to help with the issue. Reach out to Comcast to see what can be done, they may make special provisions for “Snowbirds”. Maybe a key left with a neighbor or family member who would return your equipment for you.
*UPDATE*
06/14/2023
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There was a meeting today with the Launch Account Manager (LAM) This meeting was attended by the HOA President, Secretary and Community Engagement. The Hotwire business model is quite comprehensive. As the construction phase is ending, we are being handed off to the LAM. The LAM will be our point of contact until all installations are complete. If there are any issues during this time, please reach out to Community Engagement via the website or the Homeowner Services phone line as we are now the liaison between the homeowner and Hotwire.
Hotwire wanted to have an onsite office here in the plat for the LAM, but since no space is avail, they will have an office about 15 min away and they will also be available via phone or email. Hotwire understands that their system is new to most so they have a special team to educate homeowners. During installation each homeowner will be offered the option of having a Hotwire employee come out and give instruction on operation their new home entertainment system. This is valuable information and great customer service!
Some of our homeowners have Hotwire installation dates! Since our new system is internet driven, we will all need to adjust to the inevitable changes to what we have become accustomed to with Comcast. The most visible of these changes will be the Community Access Channel
(channel 63). The Delray Villas Plat 1 Community Information channel will now be found on Channel 99 with your basic Hotwire package. Because it is Hotwire, only those with Hotwire service will have access to this channel. Its content will be specifically tailored to Delray Villas Plat 1. Community Engagement will be the administrator for this channel, as it will mirror our website. Hotwire has already scheduled our training on channel creation, content management and overall design. The actual content program will be installed on the HOA laptop, as well as the Community Engagements PC. They will run on a separate VPN, for an added layer of security. The access point for this channel will be installed in the home of the president, Andrea Mitchell-Shelton, as this is where both devices are kept. We will be reaching out to the current channel administrator to make sure that the current Community Access content is included on our channel, as they will no longer be able to broadcast to our plat.
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*UPDATES*
06/06/2023
From Adrian Walters Hotwire Project Manager
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The installation process is in it's final stages. The live testing of the system will begin soon. The installation process is progressing on schedule.
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The Hotwire Launch Team will be in the community today 05/25/2023 placing these door tags for those who have not set up consultations.
The process for Hotwire has evolved. There is now a direct telephone number that our homeowners can call to set up their consultation for Hotwire service. This will speed up the process of getting everyone installed by the launch date. Please reach out to set up your consultation as soon as possible to avoid any disruption in service transition from Comcast to Hotwire.
Hotwire Launch Team
561-509-5429