Press Releases March 13, 2020

How We’re Supporting Communities Through Coronavirus

*Updated as of March 26, 2020* 

As we feel the impact of COVID-19, Americans are relying on high speed broadband more than ever before. Charter is committed to serving our 29 million customers and help ensure they maintain reliable access to the online resources and information they want and need.

As a company, we want to help ease the strain in this challenging time, which is why, beginning March 16, Charter commits to the following for 60 days:

  • Charter will offer Spectrum Internet up to 100 Mbps for FREE, including in-home Wi-Fi, to new subscriber households with teachers or K-12 or college students for 60 days.*
    • A free self-installation kit will be provided to new student households. To enroll, call 1-844-488-8395.
    • Additionally, Charter will continue to offer Spectrum Internet Assist, our high speed, low cost broadband program for eligible low-income households.
    • Spectrum Internet does not ever impose data caps or hidden fees.
    • Charter will partner with school districts to ensure local communities are aware of these tools to help students learn remotely.
  • Charter will not terminate service for residential or small business customers who face difficult economic circumstances related to the coronavirus pandemic.
  • Similarly, Charter will not charge late fees for those customers facing difficult economic circumstances related to the pandemic.
  • Charter will open its Wi-Fi hotspots across our footprint for public use.
  • Spectrum News has opened its websites to ensure people have access to news and information.
  • Charter has also donated airtime to run 1,000 COVID-19 public service announcement (PSA) spots per week, including on all Spectrum News Networks, for four weeks to our full footprint of 16,000,000 video subscribers at an approximate value of $3,000,000 each week. Additionally, Charter will run the PSAs on our digital video and streaming apps.

As the country works collaboratively to contain this pandemic, broadband internet access is vital to ensuring that people across the country are able to learn and work remotely, that businesses can continue to serve customers, and that Americans stay connected and engaged with family and friends. Charter’s advanced communications network will ensure our more than 29 million customers – including government offices and agencies, first responders, health care providers and facilities, and businesses – across 41 states maintain the connectivity they rely on.

Charter is working closely with federal, state, and local government officials, community leaders, and alongside others in the industry to ensure we are meeting needs, sharing appropriate information, staying abreast of developments, and maintaining the appropriate access to geographies that may be operating under a state of emergency.

Charter’s networks are built to exceed maximum capacity during peak evening usage. We are monitoring our networks 24×7 and consulting regularly with other connectivity providers. Thus far, we have seen some increased daytime network activity — especially in areas with larger COVID-19 closures — but levels remain well below capacity and typical peak evening usage in most markets. Charter will continue to closely monitor this dynamic situation and is well-prepared to continue delivering reliable connectivity. Charter has extensive business and workforce continuity plans in place that will be adjusted as needed to best serve our customers and employees.

Charter’s Efforts to Support Employees 
As one of FEMA’s Community Lifeline sectors, Charter’s services are essential. During this time, continuing to maintain our operations while applying the latest CDC guidelines ensures we provide these vital services that help flatten the curve and protect the country. To help ease the balance of personal and professional responsibilities for our employees while concurrently fulfilling our obligation to provide critical services, Charter will:

  • Provide all employees an additional three weeks of flexible paid time to be used during 2020 for any reason related to COVID-19. Any unused COVID-19 flexible time will be paid out after the end of the year for hourly employees.
  • Develop further plans for increased social distancing, specifically creating more space in Field Operations, Customer Operations, Sales, Enterprise, and Reach operating facilities, with the goals of ensuring continuity of critical services and support over what may be many months ahead.
  • Give an option to work from home for a period of time for some employees who can remain productive while working remotely and can do so without endangering our obligation to provide critical services.

* Limited time offer; subject to change. Two (2) free months Internet and Wi-Fi service available to households with students or teachers requiring remote education at the service address. Valid to qualified residential customers who have not subscribed to Internet services within the previous 30 days and have no outstanding obligation to Charter. Free months will be applied as a bill credit. Offer applies to speeds up to 200 Mbps. If you do not call to cancel your service before free period ends, standard rates apply. Taxes and fees extra; subject to change during and after the promotional period; professional installation (unless self-install not available), equipment and additional services are extra. Restrictions apply. ©2020 Charter Communications.