Message to Customers on Coronavirus (COVID-19)

As concerns over the Coronavirus (COVID-19) continue to rise, our intent is to inform you of our current procedures.  As such, we want to share how we are handling this situation and its influence on life and business operations at Champlain Telephone Company.  Ensuring the health and safety of our employees and customers is our number one priority.

In keeping with public health official guidelines, we are taking precautionary measures to limit your exposure and that of our employees.  We may ask questions regarding exposure to the virus before scheduling a service call.  We ask that you advise us of household conditions if you are sick or quarantined and call us to report a service order or disruption. Our customer service personnel will work with you to determine the best course of action regarding your service.

We also will not be taking in-person payments at any of our offices, including our Main Street office in Champlain.  We encourage those needing to make a payment to do so by dropping the payment in the provided drop box, to pay online, by mail, or over the phone.  The option to sign up for autopay is also available.  If you need to talk to someone, please call us at 518-298-2411.  Our friendly, local staff will be available to help you with any questions and/or issues that may arise.

We do not anticipate any service disruption to our customers during this difficult time. We have implemented additional measures to safely continue providing essential services, as students and employees participate in distance learning and telework.  To assist with staying connected, we will not terminate anyone’s current service due to an inability to pay.  We will also waive any late fees incurred.  This policy will be in effect for 60 days and will be extended if necessary.

In addition, Champlain Telephone will provide free internet service to new households with students in grades K-12 or college who do not already have a broadband subscription with us.  This offer will begin Monday, March 23rd and be provided for 60 days.  After the 60 days, customers will be charged at the market rate based on the package of their choice.  Installation fees will be waived.  Please spread the word to those in need and can take advantage of this offer.  For our current customers not on fiber packages, Champlain Telephone will be increasing customers’ internet speeds to the maximum available for the next 60 days.  The actual speed will depend upon service location.

Should circumstances intensify, we will continue to take proactive measures to ensure our operational effectiveness.   The health and safety of our customers, partners, vendors, and employees is our main focus.  We will follow local and national trends pertaining to COVID-19 and update our policies and procedures as needed.  If you have any questions and/or concerns, do not hesitate to reach out at 518-298-2411 or via email at service@champlaintelephone.com.

 

The Champlain Telephone Company