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Our Continued Commitment

We hope you and your loved ones are remaining healthy and safe. We continue to pay close attention to developments about the COVID-19/Coronavirus outbreak, and take very seriously the critical role we play in keeping you and our communities connected during these unprecedented times. We also continue to do our part to prevent the spread of the virus to keep our customers and employees safe as global, national and local efforts continue to evolve. We want to share our latest updates.

Meeting Our Customers’ Needs

Network Operations

Our networks are engineered and built for capacity, speed, reliability, and expansion. We continue to see optimal performance of our network and our engineers and operations centers are working 24/7 to meet shifts in usage patterns and increased traffic. We remain vigilant in monitoring our network and support systems. While many of us are still working, learning and connecting from home, we’re here to ensure you receive the fastest and most reliable connections and service.

Contactless Support:

We have many no contact online tools to support you with fast, easy, convenient ways to get personalized support and manage your account online from the safety of your home. There is a host of options including troubleshooting, bill payment, equipment returns, help & support, etc. Here are a few links to help get you to the right place:

Customer interacting with us

If you choose to call us, please know that wait times may be a bit higher as some of our employees are dealing with COVID-19 related restrictions in their own communities.

Helping those financially disadvantaged by the Pandemic:

We are committed to keeping service connected to those disadvantaged by the impacts this pandemic is having on our customers and communities.

For those experiencing financial hardship as a result of recent events pertaining to COVID-19, special arrangements can be made available to keep your services active. Please reach out to us, we are here and ready to help by deferring payments and waiving late fees due to economic situations caused by COVID-19/Coronavirus.

Keeping you and our employees safe:

Technical Guidelines for Home Visits

All of our employees continue to follow CDC guidelines to help prevent the spread of the virus. If any of our employees has symptoms, they stay home. We also take additional safety steps when dealing with others. We are using our best efforts to stock our offices and service vehicles with hand sanitizers and our installers and technicians with vinyl gloves for added security as long as supplies last. In addition, we have increased the frequency of cleaning our lobbies and offices.

As local communities have responded to COVID-19, we continue to stay on top of the changing environment and make adjustments to keep customers and employees safe:

  • We have instituted protocols that will help us service your home. There may be a need to visit your home in the near future. We are following health and safety precautions that will protect your family and our employees during our visit. For details, see our video.

Our Team Is Here For You

If at any time you, your family or your business need us, our incredible support team will be there to offer you the best service possible. Our teams are working 24/7 to keep our customers connected to what they love, providing services and support to those who need it most, in the safest way possible. We’re grateful for all of our amazing employees and the work they are doing.

Community Care

Feeding America

Feeding America

Community is about neighbors helping neighbors. With that in mind, RCN and our family of companies will donate $100,000* in total to help feed America. Join us on making an impact for families in your neighborhood. For more information visit www.rcn.com/feeding-america.

Learn More
Everyday Heroes

Everyday Heroes

Let’s shine a light and say thank you to those who help when we need them the most. Do you see local heroes in your neighborhood? Let’s celebrate their commitment and action. Tell us their stories. Nominate a local hero in your community and enter them to win a $250 gift card, plus a chance to win 1 year of free Internet service. Visit www.rcn.com/localhero.

Learn More

As you, your families or businesses take the necessary steps to stay healthy and mitigate the spread of this virus, know that each of us at RCN remain committed to doing the same while also ensuring that our networks perform at their best to keep all of us and our communities connected.

Lastly, thank you for being an RCN customer. We all appreciate it very much.

Community Resources

Whether you’re looking for updates or community help in these unprecedented times, these food, medical and information resources are here to let you know you are not alone.

Learn More

FAQs

Can’t find what you're looking for? Click here for all FAQs.

What steps is RCN taking to minimize exposure and risk?

We have and will continue to proactively educate our employees on prevention and take precaution steps as identified by the CDC and local health officials to ensure they do not exhibit any symptoms and feel safe for themselves and our customers when entering a home.

We have taken steps as provided by the CDC plus we have put restrictions on travel, are postponing events, limiting the size of meetings, providing remote-work solutions. We continue to reinforce safe behavior in every environment – from customer homes and businesses to our stores and offices. We have ramped up cleaning schedules and continue to provide additional protective supplies and sanitizers, with a special focus on customer-facing locations and interactions.

How Does RCN maintain network reliability?

Our network is engineered and built for capacity, speed, reliability, and expansion. In addition, we closely monitor network usage 24x7 to ensure there is ample capacity for an optimal customer experience. Even with more and more people working from home in response to the coronavirus COVID-19 situation, we continue to see optimal performance of the network with significant excess capacity as our network is designed for evening peak load use no matter the time of day. The additional usage during the day has had no impact on our service.

We continuously test, monitor and enhance our systems to ensure optimal performance and a reliable connection while also standing ready to address network issues that may arise with trained and seasoned local technicians. Our robust, fiber-rich network enables us to operate in interconnected footprints on the East and West coasts and in the Central U.S. with back-up capabilities for each.

Reliable communication is a critical tool during this time, so our customers, the public, and government agencies are all counting on us to have our services up and running. We are committed and ready to do our part in taking care of each other during this time - our customers, communities, businesses and employees. Thank you for choosing RCN.

What resources are available for customers?

We have easy and convenient online and digital self-service tools to keep you connected to us at any time at (URL and mobile app). You can manage your account and get customer support, chat with us, pay your bill, update account info, add TV packages, watch TV and more from the convenience and safety of your home.

What if I can’t pay my bill due to coronavirus?

As always we are here for you and will work with any customer that is adversely impacted by COVID-19 coronavirus. Please reach out to us, we are here and ready to help by deferring payments and waiving late fees due to economic situations caused by COVID-19 coronavirus.

I have been with RCN for over 10 years, and its customer service is why I have stayed for so long. Keep up the great work!
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2019
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Readers Choice 5 Time Recognized

Readers Choice
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Recognized

2015 Top Consumer Recommended

2016
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Recommended

Reprinted from www.pcmag.com with permission. © 2019 Ziff Davis, LLC. All Rights Reserved.

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