GPNetworks’ Response to COVID-19
Dear Valued Customer,
As the events surrounding COVID-19 continue to develop, we wanted to reach out and let you know how the GPNetworks team is responding. First and foremost, the health and safety of our employees and customers is our number one priority. While we cannot predict the impact of COVID-19 on our community, we have identified ways that we can be proactive during this time.
GPNetworks has already begun introducing the following internal strategies to reduce the risk of spreading COVID-19:
Temporary Office Closure
Beginning March 18, 2020, the GPNetworks office will be temporarily closed to the public until further notice. Our office corridor will be open for customers to drop off cheques, money, equipment, etc. We will have a designated area for items and instructions for each. Access to the office beyond the corridor is not permitted under any circumstance. We understand that this may cause some inconvenience for some customers, as such, we will be providing additional support to accommodate our customers’ needs. Please see Q&A below for additional information.
Customer Accommodation Strategy
We understand that anyone can be impacted by this pandemic, whether directly and indirectly. We know that if people are required to isolate or take care of loved ones who are, they may be impacted
financially. We also know the importance of having internet during these times and not having to worry about that. As such, for the next 60 days, GPNetworks is committed to the following accommodation strategies for our customers:
To ensure we can be as effective as possible, we ask that you reach out to us via a phone call or email stating that you are impacted in some way by COVID-19 so we can keep your account up-to-date.
We also understand that there may be an increase in usage during this time, so to avoid any unnecessary overage fees, please inquire with us regarding an unlimited data add-on.
We what to sincerely thank you for your understanding during this sensitive time. If you have any questions or concerns, please feel free to call our office and we will assist you as best as possible.
Take care and be well,
Questions and Answers (Q&A)
Q: I normally pay my bill in person using the debit machine. How will I pay my bill now?
A: GPN accepts many forms of payments that can be done outside of our office including auto-debit, over the phone credit card payments and interac e-transfers. GPN has also set up a drop off station in our boot room at the office where you will be able to drop of cash or checks.
Q: What if I want to pay my bill by cheque or cash?
A: Our drop box so cash or cheque can be dropped into a secure location. This is not yet set up, but we will inform customers when it is with instructions on how to use!
Q: What kind of precautions will a field technician be taking when they come to my home?
A: GPN is requiring all staff who complete a home visit to wear the necessary personal protective equipment (PPE) which includes gloves. This is to ensure the safety of both you and the employee.
Q: How do I know that the employee coming to my home is not sick?
A: GPN is implementing a strict “stay home if sick” policy for all our employees, so if a GPN employee is at your home, they should not be sick. As noted above, we will be using PPE as an extra precaution.
Q: What kind of field technician support can I get while your office is closed?
A: We will be providing the same telephone tech support during this time. GPN may also utilize remote access tech support when possible. The only major change is if we are required to complete a home visit. When booking your home visit appointment, we will be asking screening questions to ensure there is no risk to GPN employees. If there is identified risk, we are unable to enter your home and will have to rebook at a later date.
If the work required does not involve the GPN employee going into the house at all, then the employee can complete their work as usual, regardless if you are unwell or are on self-isolation.
Q: Do I have to pay my bill after the 60 days if I was impacted by COVID-19?
A: Yes. The balance will remain from services used and will need to be paid. If you have concerns about that, please contact GPNetworks and we will work with you to develop a plan.
Q: What if I am impacted by COVID-19 for longer than 60 days and I cannot pay my bill?
A: Please let us know immediately. At that point, we may switch your account over to a ‘lite’ package, so that you still have internet services, but your bill won’t accumulate as much per month. And when things return to normal, please let us know so we can switch you back to your regular package speeds.