Dear Mediacom Customer,

We wanted to provide you with an update about how Mediacom is addressing the challenges of the coronavirus (COVID-19) that is affecting communities around the world. We understand you rely on us to keep you connected and we are hard at work to deliver on this commitment while keeping you and our employees safe.

We have offices and local employees throughout the 22 states in which we operate, many working around the clock to keep our network up. Employees in critical operational roles have enacted business continuity plans so that we can keep operating should one of our offices be impacted by the virus. In addition, over the past several years, we have invested and built redundant networks that are monitored 24x7 to minimize service disruptions, and make sure our network stays operational through a disaster or national emergency.

With that in mind, we have made several moves in our business in response to the threat of the coronavirus.

  • We are closely following CDC guidelines for cleanliness, and have implemented additional sanitation procedures to prevent the spread of the virus.

  • We have robust protocols for handling equipment, and are taking precautions to avoid transmission of any virus or flu by a Mediacom employee.

Additionally, we are asking customers with a scheduled in-home appointment to identify if anyone in the home is experiencing flu-like symptoms or may have developed medical issues related to the virus. In these cases, we will take steps to avoid going inside while trying to solve the problem from outside the home, keeping our technician and community safe. In some instances, we may need to reschedule the appointment for a later time.

In our call centers, we are implementing business continuity plans to support you by having agents available to work remotely in the event one or more of our operations centers are impacted. We already have robust self-service capability for customers to get answers, manage their accounts, and troubleshoot a service problem.

We are also taking additional steps to help our customers and communities by putting into place the following policies and initiatives over the next 60 days.

  • We are proud to join dozens of other internet providers in signing onto the Keep Americans Connected Pledge recently issued by the Federal Communications Commission to help combat the spread of coronavirus.

  • Pausing Our Data Allowances: Many of our customers are now working and conducting school temporarily from home. While the vast majority of our customers do not come close to exceeding their data allowances, we are pausing our data allowances until May 15th so no customer will have to worry about overage charges related to unexpected increases in data usage.

  • Xtream WiFi Free For Everyone: Providing complimentary access to all Mediacom Xtream Wi-Fi Hotspots where they are available.

In closing, we understand these are very trying times for our entire country. Our employees share with you the anxiety you may be feeling, and are working through the disruption this has caused in our everyday lives. Know that our 4500 employees who live and work in your communities stand with you, and are committed to keeping you connected.

Please stay safe and healthy,
John Pascarelli

John Pascarelli
EVP Operations, Mediacom

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