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COVID-19 Response

Updated June 23, 2020

Connections are important – now, more than ever. Thank you for trusting us to keep you in touch, informed and online. Stay strong.

We're here to help.

If you need to reach us for a service issue or change, we want to reassure you that we’re making every effort to provide “no contact” solutions in order to protect your health and the health of our team members.

Today, 90% of our call center support and sales teams are working from home, ready to help you. We’re just a phone call away at 1.800.888.1300. We also have additional resources for you:

Keeping you and our team safe.

As an essential services provider, we’re doing all we can to limit the exposure and spread of the coronavirus, while still meeting your needs as well as those of our communities. We have prioritized the self-installation of new services so that in most instances, technicians don’t need to be in homes. Instead, we will mail or drop-off the necessary equipment to your door.

In addition, much of our troubleshooting work can be done from outside the home, where we check to make sure the connection to the home is secure. If more advanced troubleshooting is needed, we have adopted a new method that utilizes customers’ smartphones, allowing our team to remotely view the in-home set up and equipment while helping to restore or install services.

If we need to be in your home for troubleshooting or an installation, we will call in advance to make sure you are comfortable with in-home service and that your home is safe for our technician. We comply with all guidelines to assure safe distancing as well as having all the necessary safety equipment.

We have prioritized support and installation to essential services only, so in some cases, we may not be able to accommodate your service request at this time. We will follow up with you once the situation improves, and we apologize for any inconvenience these precautions may cause. 

We'll keep improving.

Every day, we’re working on innovative ideas to best serve you in this new environment. With more customers working from home, we’re monitoring our network to make sure we are keeping up with bandwidth demands. Midco’s internet services are unlimited, meaning we do not impose any data caps or additional fees. Our network is designed to support large amounts of heavy traffic – since it’s widely dispersed and can handle 20% above capacity at peak usage times. 

We're providing important connections. 

To facilitate distance learning, we’ve implemented new internet services for students and families in need.

Keep Americans Connected

As a commitment to our customers, we won’t disconnect services to customers financially affected by the coronavirus pandemic through June 30, 2020. We will lead with compassion and work with those directly impacted. If you are having financial difficulties during this time, please contact our customer care representatives using the contact options on this page, so we can make accommodations.

Federal Lifeline Program

With so many students at home now and lots of coursework to complete, we’re reminding schools and communities about the Lifeline program. It’s a federal program intended to put home phone and internet service within reach of qualifying families – giving low-income households affordable home phone or internet access.

The Lifeline Internet Service is $14.95 per month (includes modem), but with a subsidy credit, the customer’s cost is $5.70 a month for 25 Mbps downloads and up to 3 Mbps uploads service. Typically, the online application and approval process takes three to five days. Once approval is complete, the service installation is free.

Internet Basics Option

Midco understands the need for a budget-friendly internet option to help households that don’t qualify for other programs. Midco Internet Basics, a new package created in response to the COVID-19 pandemic, will remain available as a low-income option to continue to support online learning needs. The package features up to 25 Mbps downloads for $14.95 per month, including a modem lease. To learn more about this new package option, call 1.833.338.4638.1

Community Efforts 

With food insecurity on the rise, Midco is donating $250,000 to area food banks in Kansas, Minnesota, North Dakota and South Dakota. It's a small way that Midco can give back and help the communities where our employees live and work. 

Midco Store Re-Openings

After closing our Midco Customer Experience Centers (CXCs) due to the COVID-19 situation, all our stores re-opened on June 15, 2020.

If you choose to visit one of our stores, rest assured we're following strict protocols that include thorough cleaning and disinfecting of all store surfaces. In addition, our team members in the stores are wearing masks and gloves to handle payments and equipment.

We're in this together.

We’re open for business and ready to assist you. It’s been our honor to serve you through these difficult times, and we look forward to better days ahead – together.

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1 Services are not available in all areas, and some restrictions apply. Price does not include taxes, franchise fee, broadcast retransmission or other fees. Due to the evolving nature of the coronavirus, Midco may have to pause in-home professional installations. We reserve the right to restrict this program to homes that are eligible for self-installation only.
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