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Blue Ridge Responds to Coronavirus (COVID-19)

Author
Blue Ridge
Published
March 16, 2020

This pandemic has impacted all of us in ways we never imagined and many businesses are identifying ways to support the communities they serve during this period.  At Blue Ridge we understand how vital our role is to the public and we embrace it.  Keeping families connected to news, information, entertainment, school and work is “life-sustaining.”  Over the past two weeks we’ve made some changes to how we operate with one goal in mind: keeping everyone connected in the safest manner possible.

**UPDATED April 2, 2020**

 

Our Commitment to Keep You Connected:

 

  • We suspended our data caps for all speed levels until June 1, 2020.
  • For customers that contact us to express that they have been impacted by the coronavirus pandemic, our customer care specialists will be able to provide flexible payment options and we will not disconnect services or assess late fees for 60 days.
  • Launched our Learn From Home Initiative to 47 school districts throughout our service areas, offering an affordable option for families with students at home who did not have access to Internet.
  • We've also partnered with over 35 networks to provide additional content in the form of "free previews/trials" to our video customers that qualify.  Channels offering "free previews/trials" include EPIX, Nat Geo Wild, Disney Jr., Outdoor Channel, Sportsman Channel, Hallmark, Discovery Family, Showtime and TMC, just to name a few.

 

 

Out of an abundance of caution, we have made the following changes:

 

  • Our local retail centers will be closed to walk-in traffic until May 1, 2020. Customers are encouraged to make payments electronically using our My Blue Ridge App, our website, by email, phone or by using the drop box located at each of our retail locations. For customers choosing to make payments using our drop box, please include your email and mailing address so that receipts can be provided.
  • Implemented Self-Install for new connects and trouble calls with our technicians - providing on-site support while maintaining a safe social distance.
  • We will be calling ahead of any scheduled appointment to confirm no one in your home is ill or has traveled recently from a “hot spot.” If so, we will need to reschedule your appointment.

 

 

With Blue Ridge you can be confident that we will be there to keep you connected and provide support using:

 

  • Our website allows you to manage your account remotely and offers live chat sessions and a new helpful support section.
  • Our My Blue Ridge App, available for iOS and Android users, allows you to manage many account features, anytime and anywhere.
  • Our customer service specialists are available 24/7 at 1-800-222-5377.
  • “Blue Ridge View” our recently launched troubleshooting tool, allows us, with customer acceptance, to initiate a video conference session to help fix simple problems in your home.

 

 

 

Like many companies, we have taken precautions at Blue Ridge to minimize everyone’s exposure and risk including:

 

  • Educating our colleagues on prevention.
  • Cleaning and sanitizing our locations more frequently.
  • Emphasizing regular and thorough hand washing with antibacterial soap.
  • Implemented work from home for the majority of our Customer Support, while practicing social distancing for those that continue to report to their work location.
  • Strongly encouraging team members to stay home if they are not feeling well and increased our paid time off policy to allow employees additional time if they are impacted by this virus or need to care for a family member.

At Blue Ridge, we recognize this is a difficult time for everyone and we are aware how important your connection is.  Our network and our people are strong and we will all get through this together.  We will continue to provide updates here via our blog.  Thank you for your patience and understanding.

Blue Ridge

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