Outages and Alerts In Your Area-Coronavirus (COVID-19) Information

Added June 26, 2020:

During this challenging period, if you are having difficulty paying your bill on time as a result of the COVID-19 pandemic, we encourage you to reach out to our Customer Service Department at 518-298-2411 and choose Option 2 to setup a Deferred Payment Agreement (DPA).  Customers are responsible to pay for all services received; however, if you are having difficulty we will work with you to get your account current.

Added Friday, May 15, 2020:

Champlain Telephone has extended all special programs for the COVID-19 pandemic to June 1, 2020.

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.  This offer is good for 60 days from the date of installation.  After the 60 days, customers will be charged at the market rate based on the package of their choice.  Installation fees will be waived.  For current customers not on fiber packages, Champlain Telephone has increased customers’ internet speeds to the maximum available until June 1, 2020.  The actual speed will depend upon service location.

Added Wednesday, April 22, 2020:

During this challenging period of dealing with the COVID-19 pandemic, if you are having difficulty paying your bill on time, we encourage you to reach out to our Customer Service Department at 518-324-5465/518-298-2411 Option 2 to setup a Deferred Payment Agreement (DPA).  Champlain Telephone/PrimeLink will not disconnect services for nonpayment at this time.  If you are having difficulty paying due to the loss of income, we will work with you to get your account current.  Customers will still be responsible for the cost of all services received throughout the pandemic.  Thank you for your continued patronage of PrimeLink/Champlain Telephone Company.

Added Monday, April 6, 2020:

In the wake of the COVID-19 Pandemic, scams are on the rise.  Please be increasingly mindful of the potential for scams as criminals prey on people while they are isolated and uneasy about the future.  As terrible as this seems, it is happening here in our community, as well as all over the country.  Be vigilant and on the lookout for these types of scams.  One potential scam might be a telephone call demanding payment to avoid termination of your telephone and/or internet service.   Please be advised that Champlain Telephone Company is not making collection calls during the COVID-19 Pandemic.  Always verify the identity of any caller before providing personal information of any type.  If you have any questions, please do not hesitate to contact our Customer Service Department at 518-298-2411.

Added Wednesday, March 18, 2020:

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.

 

Our friendly staff are ready to answer your questions. The Champlain Telephone Customer Service office is open Monday – Friday from 8:00AM to 4:30PM.

We can be reached at 518-298-2411.

The Champlain Telephone Company