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COVID-19 Update

At NorthState, we’ve always been focused on keeping you connected through high-speed internet, voice and communication services. The spread of COVID-19 has changed the way we live and work – making our commitment to you more important than ever.

Keeping You Connected

Our data centers, networks, and infrastructures were built to support the high demand and complex business needs we are facing today. Our network teams will be monitoring usage and will react as needed to ensure the continued performance of your systems. We have back-up coverage plans for essential teams.

We do still have technicians in the field doing the necessary work to maintain our network. If you see them, please do not approach them. They’re following CDC guidelines for social distancing and trying to keep everyone safe.

Below are a few specific updates on how we’re working to keep you connected.

Residential Customers

Our customer service teams are fully staffed, working remotely and available to help.

Many TV content providers are offering extended free trials of premium channels. If you have Fiber TV, you can now enjoy the following channels at no charge:

StationChannelEnd Date
HDNet Movies1274May 31
Ride TV1225May 31
Sony Movie Channel1275May 31

If you’re setting up a new service with us, we will need to visit your home for the installation. Our technicians are following CDC guidelines and will be as cautious as possible while in your home. As a reminder, NorthState has flexible repair and installation policies. For the safety of our staff, we ask that you please reschedule appointments for in-home services if you or someone in your household is experiencing symptoms.

For payments, please use our automated services as much as possible. Our South Main, High Point store is now open Monday through Friday from 9am to 6pm, closing for lunch from 1pm to 2:15pm. The store has a payment slot so you do not have to enter. Our Salem Street, Thomasville store has revised hours of 9am to 6pm, Monday, Wednesday and Friday, closing for lunch from 1pm to 2:15pm. This store has a dropbox for payments.

In order to better protect customers and employees, NorthState stores will have social distancing procedures in place. Payments sent in by mail or deposited to a dropbox may take longer than normal to post to your account.

If you have difficulty making your payment during this challenging time, please know that NorthState has opted into the FCC’s Keep Americans Connected Pledge. This means that beginning March 19 through June 30, we will waive late fees for residential or small business customers if they are unable to make regular payments due to the negative impact of the coronavirus pandemic. We have also pledged that we won’t terminate service for non-pay during this time for these customers.

If you notice slowdowns with your service, please contact our product support team via email, phone or Facebook message and we’ll help you troubleshoot. If you find that you need additional speed to support your activity during this time, please ask your representative about special offers. 

Business Customers

Our account teams are fully staffed, working remotely and available to help.

We are doing as much as possible to support your offices from remote locations. For cases where we must have an engineer or consultant onsite to support our customers, we are following CDC recommended precautions including hand washing and social distancing. If you are a colocation tenant and need to access to our building, please contact us through your normal method to schedule a time.

If you have difficulty making your payment during this challenging time, please contact your account representative to discuss arrangements. If you find that you need additional speed or connectivity solutions to help your employees work remotely during this time, we’re here and ready to help. Please ask your representative for more details. 

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