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COVID-19 UPDATES

04/09/2020 – NHTC Installs FREE Community WiFi Hot Spots

NHTC is proud to announce that we have installed three FREE WiFi hot spots within our communities at the following locations:
– Grant Town Park Gymnasium
– New Hope City Gazebo
– Owens Cross Roads Town Hall

These hot spots are available for use daily from 7:00 am – 7:00 pm. Please make sure you stay in your vehicle while using the hot spots to adhere to social distancing guidelines.

NHTC would like to thank our local mayors for helping make these community buildings available.
– Grant Mayor Larry Walker
– New Hope Mayor Butch Taylor
– Owens Cross Roads Mayor Tony Craig

03/24/2020 – NHTC’s Current Service Call Policy

At NHTC, we understand that our services play a vital role in your day-to-day routines. We also understand that you are probably relying on them even more heavily right now because of the coronavirus (COVID-19) pandemic. You are counting on us to stay in touch with friends and family, for your students to do online education and for some of you to work remotely. We take our responsibilities to you seriously and are continuing to make measured responses as health concerns escalate.

Among our precautions are efforts to conduct any installation or repair remotely in order to reduce any risk to you, your family or our employees. If an NHTC technician needs to enter your home or business to complete the task, please understand that several safety measures have been taken, including:

  • Calling ahead to any home or business scheduled for a repair or installation to confirm that the customer wants to proceed with the appointment and understands that a technician might need to enter.
  • Disinfecting vehicles and tools used by NHTC technicians by wiping them down between visits to homes and businesses.
  • Asking customers two primary questions related to the coronavirus before entering a home or business: 1) Has anyone at the location been quarantined or been exposed to anyone who has been quarantined for exposure to the coronavirus? 2) Is anyone at the location exhibiting any of the following: flu-like symptoms, fever, persistent cough, shortness of breath, sore throat or runny nose? If the answer is yes to either of the questions, the appointment will be re-scheduled to prevent the spread of any illness.

Our employees will use their best judgment before scheduling a service call and after arriving at a customer’s home to determine the best approach for protecting everyone involved. In some cases, we will send technicians to do what needs to be done outside the home or business and drop off written instructions and inside equipment for the customer to install.  Again, we are committed to the safety and well-being of our members, employees and community at large, and this policy keeps with that commitment.

03/20/2020 – Screening Policy for Service Calls Amid COVID-19 Outbreak

At NHTC, the only thing greater than our commitment to customer service is our commitment to the safety and well-being of our customers, employees and community at large. Based on guidance from the Centers for Disease Control, the National Institutes of Health and other agencies, we have developed a simple set of questions to guide how we interact with customers in their homes.

Before any employee will be dispatched to a customer’s home for a service call, we will ask the customer a series of questions to determine the risk of exposure to our employee. If our team believes that any risk exists, the service call will be rescheduled if possible. If the service call is an emergency, special precautions must be taken by our employees and our customers before a visit can be made.

Our employees will use their best judgment before scheduling a service call and after arriving at a customer’s home to determine the best approach for protecting everyone involved. Again, we are committed to the safety and well-being of our members, employees and community at large, and this policy is in keeping with that commitment.

We continue to monitor updates from federal, state and local officials regarding the COVID-19 outbreak, and we may make adjustments to this screening policy as appropriate. Thank you for helping us keep our community safe!

03/19/2020 – NHTC Closes Office to General Public Effective 03/23/2020 Until Further Notice

NHTC continues to take measures to protect the health and safety of our customers, their families, our community and our employees. We have been actively monitoring the COVID-19 health threat and have made the decision to close our business office to the general public beginning Monday, March 23, until further notice. Although our office will be closed to the public, customer service representatives will still be available at our drive-thru during regular business hours and by phone at 256-723-4211. We will also continue making service calls, however, we will screen each request to ensure the health and safety of our service techs. If you have a service appointment, and someone in the home is sick, please contact us so that we may reschedule or take appropriate precautions.

We encourage customers to do business with us online through Smarthub at https://nehp.smarthub.coop/Login.html. You may also download the Smarthub app from your app store.

We would also like to encourage you to reach out to your elderly family and friends who might not be familiar with the technology available to them and offer to help.

As a service provider invested in our communities, we are committed to helping our members get through these uncertain times. Please feel free to give us a call if you have any questions.

03/18/2020 – Conduct business with NHTC remotely

NHTC is taking every precaution possible to protect both our customers and employees. We ask that unless it is necessary to visit our office, please use one of our alternative methods to conduct business. We are dedicated to our customers, but during this time of uncertainty, the health of our community and staff is our top priority.

We also ask that you do not visit our office or request a technician visit to your home during this time if any of the following applies to you or anyone in the home:
– Someone in the home has traveled outside the country in the last 14 days
– Someone in the home has visited one of the “hotspots” in the US in the last 14 days
– Someone in the home is or has been sick (fever, cough, shortness of breath, etc.)
– Someone in the home has been exposed to an individual with the virus

To honor the CDC recommendation of practicing social distancing, we encourage our customers to conduct business and make payments by the following ways:
1. Online through SmartHub at https://nehp.smarthub.coop/Login.html. You can also download the Smarthub app from your app store.
2. Over the phone 256-723-4211.
3. Sign up for automatic bank draft. Call our office during regular business hours for information.
4. Mail payment by check with bill stub to:
NHTC
P.O. Box 452
New Hope, AL 35760
5. At our business office drive-thru. Night drop is available for after-hours payments.

We will continue to monitor this situation closely and explore further measures to support our customers as needed. Follow us on social media for updates and visit the CDC website at www.cdc.gov for more information about COVID-19.

03/16/2020 – NHTC’s Keep Americans Connected Pledge

NHTC is proud to sign on to the “Keep Americans Connected Pledge” at the request of FCC Chairman Pai.  The pledge is as follows:

Given the coronavirus pandemic and its impact on American society, NHTC pledges for the next 60 days to:

(1) not terminate service to any residential or small business customers because of their inability to pay their bills due to the disruptions caused by the coronavirus pandemic;

(2) waive any late fees that any residential or small business customers incur because of their economic circumstances related to the coronavirus pandemic; and

(3) open its Wi-Fi hotspots to any American who needs them. NHTC currently does not have public Wi-Fi hotspots, but is evaluating our options to place some within our communities as quickly as possible.     

*This in no way puts a stay on fees associated with non-payment. 

**Customers who know they will endure a hardship associated with actions taken to curtail the spread of the COVID-19 should contact NHTC as soon as possible (256-723-4211) to discuss their accounts. 

For more information, please visit www.fcc.gov/coronavirus

03/13/2020 – NHTC’s Coronavirus COVID-19 Readiness

NHTC understands the concern and uncertainty you may be experiencing surrounding the coronavirus (COVID-19) and we are actively monitoring the health threat and following the guidance from local, state and federal agencies, as well as health experts.

In the current environment, the health and well-being of our customers and employees is a priority. Our offices are cleaned and disinfected throughout the day using CDC-approved cleaners; employees have supplies to wipe surfaces during the day; hand sanitizer is readily available; and we are educating employees on best practices recommended by the CDC.

In addition, NHTC encourages all employees and customers to always wash hands; cover a cough or sneeze; and stay home when sick. To help prevent the possible spread of COVID-19, we ask that if someone in your home is sick, please do not request a technician to come to your home.

We understand many customers are taking precautions and limiting face-to-face activities outside the home. For your convenience, NHTC offers an online bill pay system as well as our Smarthub app and we we strongly encourage you to use NHTC’s digital tools. You can manage your account by visiting https://nehp.smarthub.coop/Login.html, or download the Smarthub app from your app store. If you have not registered for a Smarthub account, it is simple and takes only a few minutes. Be sure to have your NHTC bill handy for account information to sign up.

With Smarthub you can make payments, report service troubles and view your account 24/7.  Also, please note that our night drop is available 24/7 for payment drop offs.

As always, the health, safety and well-being of our customers, our employees and our communities is of paramount concern. We continue to monitor this quickly evolving situation and are here to assist our customers as needed. We recognize that this situation is evolving rapidly, and we will continue to keep you informed should future changes to our hours or procedures be required. Please check our website and social media platforms for updates.

For additional information about COVID-19, visit the Centers for Disease Control and Prevention at cdc.gov

If you have any questions, please do not hesitate to contact us at 256-723-4211.

Thank you for your continued support.