With Pandemic Ongoing, ISPs Extend 'Keep Americans Connected' Pledge
As COVID-19 fallout continues, ISPs are extending how long they hold off disconnecting telecom services (see 2004270048). Within minutes of each other Monday, Cox and Verizon made such commitments. Comcast and AT&T followed later. More companies are expected to do the same.
Under FCC Chairman Ajit Pai's Keep Americans Connected pledge announced March 13, 700-plus companies and associations agreed to take steps such as not cutting off residential or small-business customers because of inability to pay "due to the disruptions caused by the coronavirus pandemic" for 60 days, and waiving associated late fees. The agency declined to comment now.
Monday, Verizon extended its pledge through June 30. The latest move "was a proactive step by our company," a spokesperson emailed us when asked if it was done at Pai's request. "We made the decision based on the current national [news] and needs of our customers."
AT&T said it will also honor its pledge through June 30. It won't disconnect postpaid wireless, home phone or broadband residential or small-business customers unable to pay due to the coronavirus, a spokesperson emailed. It will waive late fees for those services and U-verse TV and DirecTV customers, and it will waive overage charges for data, voice and text.
NCTA has "been in constant conversation with our member companies about the pledge and the other offerings they announced to assist consumers during the pandemic, especially low-income families and families with children now learning from home," a spokesperson emailed. The cable group expects other members to likewise add time to their pledges, he added.
Cox and Comcast were the first cable operators to act now. Cox extended through June its similar pledge that also includes keeping its Wi-Fi hot spots open. "We did this on our own, but we are aligned with the FCC and the state [attorneys general] in our effort to keep America connected and expect that we would have been asked by one or both groups," a spokesperson emailed us. Comcast did likewise. It's timed to last through the end of the school year, Comcast said. CenturyLink is evaluating a possible extension, a spokesperson said.
Some smaller ISPs are looking for extra help to keep their customers connected. “It will be increasingly difficult for them to sustain such efforts if significant amounts of their customers become unable to pay for service due to the crisis,” emailed NTCA Senior Vice President-Industry Affairs and Business Development Mike Romano. “NTCA is hopeful that Congress can help provide” financial support.
To take advantage of the pledges, customers must proactively notify their providers in advance that they can't pay their bills now, ISPs said. The Competitive Carriers Association declined to comment. Other cable, telco and wireless groups and companies didn't comment.