Blue Ridge Responds to Coronavirus (COVID-19)

Author
Blue Ridge
Published
March 16, 2020

We hope you and your family are staying safe and well during these unprecedented times.  At Blue Ridge we continue our efforts to keep you connected to everything you enjoy and everyone you love.  While the Governor has provided a framework for re-opening our state’s economy it appears it’s going to take longer than most of us had hoped, so we are making the following adjustments to our COVID-19 Response Plan.

**UPDATED May 1, 2020**

 

Our Commitment to Keep You Connected:

 

  • We extended our temporary suspension of data caps for all internet speed levels until June 30, 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 until June 30, 2020.
  • To allow students to continue their lesson plans and online learning without interruption we extended our Learn From Home Initiative. Families with students that are currently enrolled in this program received an additional month of internet service at no cost, along with unlimited data until June 30, 2020.
  • In conjunction with PenTeleData, Blue Ridge is providing open access to our Community WiFi hotspots until June 30, 2020.  A list of Community WiFi hotspot locations is available online at www.ptdwifi.net.

 

 

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

 

  • Our local retail centers will remain closed until further notice.
  • 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 use a check or money order and include your email and mailing address so that receipts can be provided. *Payments submitted using our drop box option may take up to 3 business days to process and post to the account.
  • 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 with your continued patience and support we will all get through this together.  We will continue to provide updates here via our blog.  

Blue Ridge

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