Hudson Valley Wireless is closely monitoring the global outbreak of Coronavirus (COVID-19) and is taking prudent steps to adapt our policies and procedures based on the evolving situation. The safety of our customers, our employees, and the communities we serve is our top priority and this will guide our approach moving forward.
Our Role in Responding to This Situation
As a key component of the social distancing measures that communities are adopting to slow the outbreak, employers are asking employees to work from home and school systems are closing and/or planning to conduct classes virtually over the Internet. As your Internet service provider, our team is committed to delivering the connectivity you need to minimize the disruption to daily life that public health authorities have advised all of us to expect in the near term. While we do so, we must also take appropriate measures in our operations, and in our interactions with customers, to minimize the risk of exposure to our team members and customers.
As we enter this period of disruption, I want to thank you for your patience and understanding as we respond to current circumstances. Increases in teleworking and online classes will increase demand over our networks and the related burdens on our employees and systems.
We have made recent upgrades to the network and expect to have plenty of capacity to accommodate the increased usage. In the event you do experience service issues, feel free to contact us and we can help troubleshoot.
Essential Service
Hudson Valley Wireless is designated under Executive Order 202.6 as an Essential Business and will continue to provide services to the homes and businesses impacted by COVID-19.
The health and safety of our customers and employees is a main focal point. We will follow local and national trends pertaining to COVID-19 and update our policies and procedures as needed.
Hudson Valley Wireless has directed employees who exhibit signs of illness or feel unwell to refrain from work and provides paid sick leave to our qualified team members.
Remote Work Plans
In keeping with public health official guidelines, we are taking precautionary measures to limit your exposure and that of our employees. We have currently closed all of our office locations to the public and decentralized administrative staff and office workers allowing them to telecommute. For example, if you call our customer service department, you may hear young children in the background. This is because, like many of you, our team members who are working from home have children whose schools are closed.
Infrastructure Technicians
Our team is committed to providing you with the best possible connection and the speeds you deserve. We currently have several tower crews upgrading Infrastructure to increase the capacity on the system and our technicians continually monitoring the network and will send technicians on-site as needed.
On-Site Technicians
We are following strict CDC Guidelines when performing installations and ask that subscribers practice social distancing and maintain a safe distance from our staff.
If you contact us to request an upgrade to your service level, it may take longer than typical to process your upgrade because of increased demand. Please understand that our field technicians will not be shaking your hand and are taking the other prudent measures described in advance of your appointment.
Field technicians are instructed to wash or sanitize their hands before and after each service call and to follow other personal hygiene practices as recommended by the CDC.
Service Calls
Our team will be asking customers that require a new installation or service call (in-person visit) from one of our field technicians, whether anyone in the home has been:
Advised by a health professional to self-quarantine
Traveled internationally in the past 14 days
Exhibiting a cough, fever, or other flu-like symptoms
If so, we may limit the scope of work to troubleshooting equipment outside of the home and try and perform remote support for internal connections. Depending on outcome we may postpone the service call to a future date. We sincerely appreciate your patience and understanding as Hudson Valley Wireless responds to these unique circumstances. We are committed to providing reliable service while minimizing the potential to spread COVID-19 throughout the community.
COVID-19 Dispatch Requirements
Zero Touch Installation Option
Subscribers under quarantine may still be eligible for our Zero Touch installation procedure. A technician may install the Fixed-Wireless equipment on the home and dress the cable to a window or other entry in the house. Our technician will pass the terminated patch cord in the window, and the subscriber will plug into their home router.
Agencies / Government / Institutions
CDC
DHS
FEMA
The Red Cross
Federal Communications Commission
United States Department of Agriculture
Small Business Administration
New York State Documents
