An update from President Jim McCarthy regarding COVID-19:
As the COVID-19 crisis unfolds around us, it’s my intention to consistently keep you updated in regards to the steps we’re taking to best serve you, our team members, and our community. Based on the services we provide, we are considered an “essential” business and are prepared to support you through this challenge.
LAST WEEK, WE:
+ Helped customers increase bandwidth, forward calls, and implement remote work options at no charge
+ Closed both our Holland Patent and Syracuse offices to outside visitors until further notice
+ Proactively increased capacity within our voice and data networks to support new remote customers
+ Monitored our networks to ensure they can accommodate traffic patterns associated with our new reality
+ Connected with key vendors in the event that additional bandwidth increases are needed
Northland has agreed to waive any late fees and refrain from disconnecting customers for non-payment as a result of COVID-19 until further notice, as recommended by the New York State Telecom Association (NYSTA) and The US Telcom Association.
NEW THIS WEEK, WE:
+ Added the option to pay your bill via ACH to our customer web portal. Please contact Customer Support at (315) 671-6200 if you would like to set up portal access.
INTERNALLY, WE ARE:
+ Requiring all employees to work from home, with the exception of those needed onsite to support mission-critical services
+ Supporting employees through individual challenges they may be facing associated with our new reality
+ Sharing best practices as to how to prevent the spread of COVID-19
As I’ve mentioned in my previous updates, our executive team has been meeting daily to assess the most current information available to us, review our plans, and make necessary adjustments. We’re continuing to participate in COVID-19 conference calls hosted by both state and federal telecommunications associations for guidance on best practices. Additionally, we’re keeping a close eye on updates from federal, state and local government officials, local media outlets, as well as the NYS Department of Health, and Centers for Disease Control.
We recognize the critical role that all communications companies play in keeping our communities safe during these uncertain times. Thank you for your continued partnership and, again, should you have any questions or need support, please contact us at (315) 671-6200.
— Jim McCarthy, President