The health, safety, and well-being our customers and employees remain our top priority. We are taking proactive steps to honor that priority while still providing our customers with the world-class service they have come to expect.
Our fiber network is robust and ready for any potential increase in usage we may see from those working from home or students using the internet for learning. Our internet plans have unlimited access with no overages or data caps. Rest assured, your FiberFAST internet connection is ready and up to the task.
It should be highlighted that our customers will see no change in the day-to-day operation of the internet, digital TV, phone, or cellular service. Effective immediately, we have implemented the following procedures to address the current situation.
All Red River Communications facilities are closed to the public
Beginning March 20, 2020, our office will be closed to the general public. While our office is closed to the public, our team is still working to provide you service. We will be staffed from 7:30am to 4:30pm Monday through Friday with our 24/7 help desk available as needed.
We ask you use the following methods to contact us:
Installations and Trouble Tickets
In effort to keep our team and customers healthy by minimizing exposure, each request for new service will be handled on a case-by-case basis. We will prioritize installation of services deemed to be essential (e.g. distance learning, telework, or emergency services). All efforts will be made to connect services from our office whenever possible without the need for a technician visit. However, some installations may require a site visit to complete.
We will prioritize service disruptions that involve a complete loss of a service (e.g. no internet, all TVs out, dead phone line). Partial outages (e.g. one TV not working) will be addressed and resolved as the situation allows. Resolution to service disruptions may require access to the customer’s home or business. The responding technician has final discretion before entering a building.
All customers will be asked the following questions before dispatching a technician for a new service installation or trouble ticket:
– If you or anyone at your business or home are currently diagnosed with COVID-19 and if not, whether you have;
– Visited a “high risk” country/state in the USA (as defined by The World Health Organization) within 14 days prior to your call requesting a premise visit;
– Visited a “risk” country within the 14 days prior to their visit and have symptoms of being unwell;
– Been in close contact with a confirmed COVID-19 patient or been in close contact with someone who has had contact with a confirmed COVID-19 patient, in the 14 days prior to their visit;
– Anyone in your household or business has a symptom of a cough, fever, or shortness of breath.
If risk is determined from any of the above, we will attempt to correct the problem without entering the home or business. If required we will reschedule the appointment for a later date.
To protect the health of our customers and employees, our employees will not be allowed to report for work when they are showing signs of illness or members of their household are showing signs of illness.
Suspension of Disconnects
As part of the Keep America Connected Pledge, internet and phone services will not be disconnected as a result of non-payment for a period of 60 days beginning March 25, 2020. We do ask that you still call or email our office to make a pay arrangement as you are able.
Paying Your Bill
We have multiple ways for you to pay your Red River Communications bill. Please visit our website at https://redrivercomm.com/billpay
We have begun the process of transitioning certain members of staff to securely work from alternative locations to minimize exposure. By doing so we will continue to be equipped to maintain our network and meet the emergency needs of our customers. It should be stressed that this will not have any impact on the quality-of-service or robustness of the critical infrastructure we provide.
K-12 Internet Initiative
We are working with local school districts to identify families of students in grades K-12 who reside within our territory but do not have internet access. We are preparing plans to deploy internet access to these families should local school districts implement a distance or online learning environment. Service does depend on the facilities and equipment we have at a given location.
Our annual meeting scheduled for March 19, 2020 has been postponed. A new date later this year will be chosen and communicated to our members.
We appreciate your understanding as we work to implement measures to limit the spread of this public health situation. Please know that our network remains ready to serve our customers during this time. Our team is committed to ensuring that our customers are looked after. We will continue to adjust our operational procedures as necessary to keep our team and our customers safe. We encourage you to follow us on Facebook and visit our website for the latest updates as it pertains to Red River Communications.
Jeffrey J. Olson, General Manager/CEO