Dear All Points Broadband Customers,
Like you, All Points is closely monitoring the global outbreak of coronavirus (COVID-19) and is taking prudent steps to adapt our policies and procedures based on the evolving situation. The safety of our customers, our employees, and the communities we serve is our first priority, and this will guide our approach moving forward.
Our Role in Responding to This Situation
As a key component of the social distancing measures that communities are adopting to slow the outbreak, employers are asking employees to work from home and school systems are closing and/or planning to conduct classes virtually over the Internet. As your Internet service provider, our team is committed to delivering the connectivity you need to minimize the disruption to daily life that public health authorities have advised all of us to expect in the near term. While we do so, we must also take appropriate measures in our operations, and in our interactions with customers, to minimize the risk of exposure to our team members and customers.
Thank You For Your Patience and Understanding
As we enter this period of disruption, I want to thank you for your patience and understanding as we respond to current circumstances. Increases in teleworking and online classes will increase demand over our networks and the related burdens on our employees and systems. The modified practices we are putting in place to address this situation should not affect the vast majority of customers. In the event you do experience service issues, please know that we are doing everything possible to meet increased requirements while making prudent modifications to our typical practices.
For example, if you call our customer service department, you may hear young children in the background. This is because, like many of you, our team members who are working from home have children whose schools are closed. If you contact us to request an upgrade to your service level, it may take longer than typical to process your upgrade because of increased demand. If you are a new customer receiving service or, in the unlikely event a service visit is required to your home or business, please understand that our field technicians will not be shaking your hand and are taking the other prudent measures that will be described to you in advance of your appointment.
All Points has directed employees who exhibit signs of illness or feel unwell to refrain from work and provides paid sick leave to our team members. In addition, field technicians are instructed to wash or sanitize their hands before and after each service call and to follow other personal hygiene practices as recommended by the CDC.
In addition, our service team will be asking customers who have service issues that require a service call (in-person visit) from one of our field technicians whether anyone in the home has been advised by a health professional to self-quarantine, has travelled internationally in the past 14 days, or is exhibiting a cough, fever, or other flu-like symptoms. If so, depending on the specific activities we anticipate needing to perform, we may postpone the service call to a future date.
Again, I sincerely appreciate your patience and understanding as All Points responds to these unique circumstances. We are committed to doing our part to minimize the disruption to your lives by maintaining your connection to the Internet in a prudent and safe fashion.
Chief Executive Officer