Windstream COVID-19 Response

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Network Performance Update 

Our network continues to perform well during this time when more people are working and learning from home. Broadband traffic is holding steady at about 30 percent above mid-March levels. It remains well within operational tolerances, and, as a result, network congestion is not an issue.

COVID-19 Response

Windstream is actively monitoring and responding to COVID-19, the disease caused by the new coronavirus, and the guidance being provided by the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO). We want to assure you that we are well prepared to minimize any potential disruptions to our business operations and the services we provide to our customers.

We take these matters seriously, and the safety and wellbeing of our employees, customers, partners and communities is a top priority. Windstream has a geographically dispersed workforce that has been equipped to work effectively from home, providing for the safety of our employees and the continuity of our operations.

Network Preparedness

We continuously monitor bandwidth usage with tools that analyze network statistics and provide us with performance and capacity reports that help us manage our network.

Windstream uses a highly available and highly resilient network architecture to provide reliable services to our customers. Services are delivered over multiple platforms including a nationwide IP network, our proprietary cloud core architecture and on a local and long-haul fiber network spanning approximately 150,000 miles.

Continuity of Operations 

Windstream has implemented several provisions of our Business Continuity and Pandemic Response Plans, which provide a standardized strategy for managing potentially disruptive events. The following protocols have been implemented: 

  • Suspension of all non-essential business-related travel within the U.S. and all business-related international travel;
  • Suspension of all on-site vendor meetings and replaced them with virtual solutions;
  • Transition of employees to work from home in many locations and utilize the company’s robust collaboration tools, including OfficeSuite UC HD Meeting; 
  • Engaged critical suppliers and vendors to re-confirm Business Continuity and Pandemic Response Plans, ensure their capacity to provide product and service continuity and develop alternative solutions, where applicable; 
  • Implemented policy enhancements that provide limited, excused paid time off for employees unable to perform their jobs remotely and affected by the virus; and
  • Expanded cleaning frequencies, protocols, preventive measures and disinfecting supplies in our offices, call centers and retail locations.

Employees in customer-facing roles are taking appropriate preventive health measures, including proper and frequent handwashing and other appropriate protocols. We also ask customers to disclose if anyone in the house is sick so that we can make the proper assessment on how to handle the installation or repair service request, including whether to reschedule. 

Customer Assistance

Windstream will continue to work with any residential and small business customers facing financial hardships caused by the coronavirus pandemic to keep them connected to telecommunications services following the expiration of the FCC’s Keep Americans Connected pledge. This will include working with customers on deferred payment and settlement plans on a case-by-case basis as necessary. Customers needing assistance should contact Windstream to discuss available options.