Keeping You Connected - COVID-19 Response
As part of our commitment to you and our community, NATCO wants to update you on our response to the COVID-19 virus to ensure the safety of our employees and customers. We also want to reassure you of our dedication to provide continued connectivity across our service area and communities.
On-Site Visits: As are most organizations across the country, we are following all Center for Disease Control (CDC) safety precautions and best practices internally and when on site at homes and businesses. We will continue to complete installations and repairs with limitations:
- When on site, our technicians have been directed to first ask permission to enter the home, and then if the customer would like, will complete their installations and repairs with CDC recommended gloves, masks and other safety equipment.
- No work will be completed in attics or crawl spaces at this time.
- Technicians will be limiting time spent inside homes to a minimum and will only install one jack on new installs. If additional jacks are needed, we will schedule another appointment at a later time.
NATCO will proceed with normal installs as soon as the environment permits. If you would feel more comfortable rescheduling your repair or install, we will be happy to work with you to change your appointment.
Community Support: We are monitoring our local business and public entities. We are currently working to help where we can, particularly in providing public hot spots across our communities to ensure that everyone, especially our students, are able to stay connected and complete work and assignments as needed. We will make a separate announcement with details regarding public hot spots.
NATCO's Network Support: As always, we are continuously working to keep our network robust and running at top performance. We recognize that more of our customers may be working from home, and we want to help in whatever way we can. Our Internet Support Desk will remain open 24/7 for the time being, should you have any questions or issues with your home or business network.
In-Office Precautions: Finally, as a precaution for our employees and to do our part to help with social distancing, we are implementing processes that allow many of our employees to work from home. Our lobby in Flippin will be closed beginning Wednesday, March 18. We will continue to update our customers of our lobby status weekly until we are able to reopen for walk-in visits. For up-to-date notifications, follow us on Facebook and register for notifications on the SmartHub mobile app.
Please note that our phone lines will still be open. We will be taking calls at our main office numbers (870.453.8800 and toll free 800.775.6682) during normal business hours, which are Monday through Friday, 8:00am-5:00pm. The bill drop box at our office located at 301 E. Main Street in Flippin will also remain available. As stated, our Internet Support Desk will remain open 24/7 for the time being at 888.726.8059. You can also use SmartHub online and through the mobile app (search SmartHub in your app store) to access to your account information, check your balance, pay your bill, and report service issues.
We're constantly monitoring the situation and will update you with any changes as needed. Our goal is to keep you connected with no disruptions to your Internet, telephone, and TV services.
Friends, stay safe and please make sure to follow all World Health Organization (WHO) and CDC updates and safety measures in your homes and businesses. Please feel free to reach out if you have any questions or concerns about continuing services to you. We're here to help.