The following communication was received from Mediacom this afternoon (3 Apr 2020) at 2:15 PM CT and it outlines their safety procedures for delivering home and business services. It’s a good example for other service providers to follow.
New Contactless Installation and Repair Procedures
Dear [Customer Name],
In response to social distancing directives issued by federal, state and local government officials working to slow the spread of Coronavirus (COVID‑19), Mediacom is implementing new precautionary measures related to service installation and repair appointments.
We are asking for your assistance because we know you share in our commitment to helping prevent the spread of this virus.
Our goal with these new measures is to keep both you and our employees safe by limiting in‑home contact between our technicians and members of your household.
New Appointments: Before scheduling a new installation or repair appointment, Mediacom will ask if you or someone in the household can assist in completing the interior work related to your requested install or repair. If you answer “yes”, the appointment will continue as scheduled. If you answer “no”, the appointment may need to be rescheduled.
Pre‑call and Appointment Changes: Before your scheduled appointment, you will receive a pre‑call from Mediacom to confirm your appointment. Once at the appointment location, the Mediacom technician will alert you to his or her arrival and then proceed to complete all necessary work outside the home. Upon completion of the exterior work, the Mediacom technician will ask for your assistance in completing work inside your home.
Your assistance: From a position of at least 10 feet outside the entrance to the home, our technician will provide you with instructions on how to activate or repair your Mediacom services. These instructions may include a combination of verbal, written, pre‑recorded video or live chat video directions. Your assistance will be critical in these final steps in order to make sure your services are working correctly. Any equipment needed to complete the installation or repair will either be shipped to your home before the appointment or dropped off at your doorstep by the technician.
Electronic Instructions: Included with the equipment will also be written installation instructions. Additional instructions and troubleshooting tips can be found using the following links:
- Connecting new equipment: Internet, In‑home Wi‑Fi & Phone set‑up, Wireless Network set‑up, and Video TiVo and HD equipment set‑up.
- Troubleshooting tips: How‑to Videos, Internet or Phone repair, Optimizing Internet speed, and Answer Center.
- Digital Tools: Download our MediacomConnect MobileCARE app or visit us online and log in to your account at Mediacom Support. You can manage your billing account, troubleshoot services, check for outages, control your home Wi‑Fi service, and more!
- Text Care: Text us at 66554 and talk to our digital assistant Molli with questions about your account. And if Molli cannot help you, she will connect you to a live agent.
Please know we are advising our technicians to enter customer homes only when absolutely necessary and only after the customer has verified that no one in the home has exhibited any signs of illness. Additionally, to help facilitate governmental directives, Mediacom is currently prioritizing requests related to installation and loss of essential services only. If you call to make a service appointment that deals with a non‑essential issue, we may not be able to accommodate your service request at this time.
As the situation continues to evolve, so will our plans for how we support you and our employees. We apologize in advance for any inconvenience these new precautionary measures may cause you, but we believe they are for the collective good of everyone.
Thank you for being our customer and for your continued trust in Mediacom to keep you connected.
Please stay safe and healthy.
Sincerely,
John Pascarelli
EVP Operations, Mediacom