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CUB’s guide: Telecom/internet/cable/utility services during the COVID-19 public health emergency

CUB has compiled a list of benefits utilities and telecom/internet/cable providers are offering customers during the COVID-19 crisis.

Details on the response of telecom/internet/cable providers are immediately below. Scroll down to see the second chart outlining the response of electric, gas and water utilities.

CUB is reviewing this list on a weekly basis and will make every effort to keep it up to date. However, if you have any specific questions, we recommend you contact companies directly.

Telecom/Internet/Cable Companies (UPDATED: Dec. 18, 2020)

Company Response Contacts
Adams Net
  • Effective March 18, 2020, Adams will be temporarily limiting access to our Golden and Quincy offices by closing lobbies to customer traffic to maximize social distancing between customers and employees.
  • Effective April 6, 2020, residential fiber internet installations will be available on a limited case-by-case basis. An Adams representative will reach out to customers who have been approved for installation.
  • If you have an in-home consultation, installation, or repairs that require a premise visit you will be asked to reschedule if anyone in your household is experiencing symptoms of a highly contagious illness. Call 217-214-3423 to re-schedule.
  • More about Adams Net’s response
  • 24/7 Internet, Phone, and TV technical support at 877-502-3267.
  • Adams Experts services will remain available by appointment only by calling 217-214-3423, option 3 and via Remote Support.
  • https://www.adams.net
AT&T
  • Offering internet access for qualifying limited income households at $10 a month or less through their Access from AT&T program
  • Waive home Internet data overage charges for AT&T Internet customers through December 31
  • More info about AT&T’s response
  • AT&T broadband, residential wireless or small business customers having difficulty paying bills: 1-800-288-2020
  • Wireless customers: 611 from your AT&T device
  • Att.com
Comcast
  • TIP: If you’re having trouble paying your bills, make sure to contact Comcast. The company says it will not disconnect a customer’s internet service or assess late fees if that customer contacts the company to let it know they can’t pay their bills during this period.
  • Customers who have been impacted by quarantines or closures and need more time to pay their bills for Xfinity TV, Internet, Home or home phone services should log into xfinity.com/myaccount. Select Billing, then Bill and Payment Settings. Click on Schedule a Payment. Then go to Payment Date and choose a new due date
  • Making Comcast Wifi hotspots available to anyone who needs them for free–including non-Xfinity Internet customers for the rest of 2020
  • Income-eligible families who live in a Comcast service area can sign up for 60 days of free Internet Essentials service, which is typically available to all qualified households for $9.95/month
  • Increasing Internet speeds for the Internet Essentials service from 15/2 Mbps to 25/3 Mbps for all new and existing customers, which will be the service speed going forward
  • More on Comcast’s response
  • A Letter From the CEO (includes information on safety guidelines in stores)
Dish
Earthlink
Frontier
 HughesNet
Mediacom
  • Extending the pricing of Mediacom’s Access Internet 60 broadband service to new customers at $19.99 per month until March 2021 (currently retails for $29.99 per month)
  • More about Mediacom’s response
  • 1-855-633-4226
  • Mediacomcable.com
  • Text us at 66554 and talk to the digital assistant Molli, or a live agent.

 

RCN
SilverIP
Spectrum
  • Spectrum Mobile customers can visit mobile.spectrum.com/support or download the Spectrum Mobile Account App for support and account management.
  • If you need to get new equipment or swap existing equipment, in most cases, Spectrum can ship it to your home for self-installation.
  • More about Spectrum’s response
Sprint (Has merged with T-Mobile)
  • Customer support: 1-888-211-4727
  • Residential and business customers: dial 611 from your Sprint device
  • Sprint.com
T-Mobile
  • Residential and business customers: 611 from your T-Mobile device
  • T-Mobile.com
US Cellular
Verizon
  • Extending offer of $20 discount and waiving the first 60 days of router rental charges for new customers who qualify for their low-income offer through the end of 2020.
  • More about Verizon’s response
Viasat

 

Utility Companies (UPDATED: Dec. 18, 2020)

Note: In June, the ICC approved a consumer protection plan for utility customers in response to the pandemic. Read CUB’s fact sheet about the plan. If you have reason to believe that your utility is not complying with the ICC directives, please call CUB at 1-800-669-5556 to file a complaint.

UPDATE for all utility customers: If you have a question about assistance programs to help you pay your utility bills, call the State of Illinois Keep Warm Hotline at 1-877-411-WARM (9276). There, you can get information about applying for LIHEAP and/or the utility financial aid programs like ComEd CARE.

Company Response Contacts
Ameren Illinois
Aqua
Illinois
  • Emergencies or to speak to someone about your account or billing information: 1-877-987-2782
  • AquaAmerica.com
ComEd
  • Emergencies: 1-800-334-7661
  • Payment arrangements and credit issues, available from 7 am to 7 pm: 1-800-334-7661
  • ComEd.com  (Details about energy assistance options and to apply for these programs: ComEd.com/Care)
Illinois American
  • Emergencies or to speak to someone about your account or billing information: 1-800-422-2782
  • amwater.com/ilaw
MidAmerican Energy
  • Residential Customers: 1-888-427-5632
  • Business Customer: 1-800-329-6261
  • Gas Emergencies: 1-800-595-5325
  • Electric Emergencies: 1-800-799-4443
  • Midamericanenergy.com
Nicor Gas
  • Emergencies, or to speak to someone about your account or billing information: 1-888-642-6748
  • Nicorgas.com
Peoples/North Shore Gas