CORONAVIRUS updates

March 20, 2020


Every day we wake up to new information about how Coronavirus (COVID-19) is affecting communities across the globe.  Change is happening in real time, but the one thing that remains constant is Zona Wyyerd’s commitment to serve our customers now and in the future.  


Zona Wyyerd has been closely monitoring the spread of the Coronavirus (COVID-19) and we are taking action to minimize its potential impact to our people, our communities and our valued customers.  We’re maintaining our standard of outstanding customer service as well as the strength, performance and security of our network. 


In order to aid in protecting our customers and our employees, we are closing our office in Vistancia.  Our Customer Service and Activation Representatives remain available at our normal phone number (623-455-4555) during business hours.  The normal reasons for customers to visit our office, and implemented alternatives are listed below:
  • Paying bills:
    • We encourage all customers to pay their bills online by logging into their account at https://zonawyyerd.com/pay-my-bill/
    • If you need assistance with logging in, please call (623-455-4555)
    • If you would rather pay by mail, please send payments to:
Zona Wyyerd
28620 N. El Mirage Rd, Suite 101
Peoria, AZ 85383
  • Equipment drop-off:
    • If you have equipment to drop off, we ask that you contact Customer Service (623-455-4555) to choose a day and time to arrange to have our Technician pick up the equipment outside of your front door.
  • Streaming Services Classes:


Increasing internet usage:
With more people working from home, switching to online education, and exercising social distancing, there is higher demand for bandwidth in the homes that we serve.  As such, we thought that we would remind you of the following:
  • Zona Wyyerd never charges a change fee for our customers who want to increase or decrease their bandwidth.
  • Increasing your bandwidth will generate a higher recurring monthly expense, but there is no one-time fee for the increase. 
  • Increasing or decreasing your bandwidth does not require a visit from a technician, it is simply accomplished by calling Customer Service (623-455-4555).
  • Increasing or decreasing your bandwidth does not commit any customer to a new term of service.  
  • If you increase your bandwidth, and subsequently reduce your bandwidth, you are only billed for the increase for the number of days that the higher bandwidth was in place.


Installation/Technical issues:
For the time being, we are limiting the instances where a technician will enter your home.  In these limited situations, our technician will call before arriving to ensure that 1) the customer is not exhibiting symptoms of Coronavirus and states that they are not aware of any exposure, 2) the technician is not exhibiting symptoms of Coronavirus and states that they are not aware of any exposure, and finally, 3) both the customer and the technician are comfortable with the technician entering the customer’s home.


Situations where technicians are authorized to enter a home:
  • Customer loses service after all outside activity has been accomplished, but services are still not restored. 
  • New installations, only if the new customer does not have an existing service that they can continue to use.


Troubleshooting bandwidth issues (slow speeds, intermittent signal, etc):
With our network technology, we are almost always able to resolve such issues through our remote monitoring systems with a call to our technicians (623-455-4555).  In those very few instances where we are not able to resolve the issue over the phone, we will schedule a technician dispatch at a time in the future after the Center for Disease Control (CDC) expresses confidence that the Coronavirus Pandemic is under control.  


We appreciate your understanding during this time. Wishing all of you good health and a quick resolution to the current situation.


The Zona Wyyerd Team
 
 
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March 12, 2020
 

Dear Valued Zona Wyyerd Customer,

Given the public health concerns surrounding the Coronavirus (COVID-19), I would like to share with you the measures we are taking at Zona Wyyerd in the interest of safety for our employees and our customers.  We are continuing to operate business as usual while also taking several precautionary steps.

If you have an installation scheduled, or for any other reason require support at your home or office, our Zona Wyyerd technician will call you before coming to your location to discuss with you whether to proceed.  All of our technicians working in the field are healthy at this time and do not believe they have had any exposure to COVID-19. Before proceeding with coming to your home or office, they will call you and ask about the health and exposure of you and those in your household/location.  We will proceed with the installation and/or other work only if there have been no symptoms and no exposure, and only if you, our valued customer, would like to proceed. We would be very happy to postpone this visit if you prefer.

Our Zona Wyyerd headquarters office remains open for business.  We are requiring that any employees who have any symptoms or have been exposed to others with symptoms do not come into the office.  At this juncture none of our employees believe they have had any exposure.

If you would like to come by the office to pay your bill or for any other reason, we welcome you to do so if you have not had exposure or symptoms.  However, if you have any reason to believe you’ve been exposed we ask that you refrain from coming to the office in person and allow us the opportunity to help you via phone instead.

We at Zona Wyyerd greatly value being part of this community, and the health and safety of our employees and customers is of paramount importance to us.  We will continue to monitor and keep you informed of what we are doing to respond to this situation.  

Please do not hesitate to call us if you have any questions or concerns.

Sincerely,

Rick Volk

General Manger – Zona Wyyerd

Office number:  623-455-4555