STAYING OPEN TO SERVE YOU

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Shentel has been working to support our customers through these unprecedented times, providing the services required to meet the needs of our customers. Please continue to read below for how we are abiding by government regulations and guidelines to best serve you while protecting both you and our employees.

ESSENTIAL SERVICE PROVIDER

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As defined by the US Department of Homeland Security, the telecommunications industry is deemed part of the “essential critical infrastructure.” Shentel is a part of this industry and provides essential services across the regions in which we operate. This includes critical broadband connections to over one million of our customers, as well as the “911” service in Shenandoah County.

We are taking measures to maintain regularly scheduled field service activities and retail operations. Evolving government guidelines or directives could require changes to our operations, including reducing hours or closing retail stores.

Our employees are necessary to keep our critical systems and services working and available for our customers’ use. We have taken steps to ensure the safety of both our employees and customers, and may take additional precautions when necessary.

PROTECTING OUR CUSTOMERS & EMPLOYEES

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Designated as an “essential service provider”, Shentel is to remain open and continue providing its services. By doing so we have a responsibility to our employees, our customers and our communities. To promote health and safety, Shentel is taking the following precautions:

  • Self-Install Procedures. We have implemented a safer way to install new services, and are rescheduling complex installations in order to avoid unnecessary contact for both the customer and employee. For more information on the new process, please click here.
  • Social Distancing. We are enforcing social distancing across the business by maintaining a distance of six (6) feet in our retail locations and when working in the field.
  • Remote Contact. Customers are encouraged to contact us remotely by calling our Customer Service line (1-800-SHENTEL) and using our website www.shentel.com for bill payments and questions.
  • Advance Contact for Field Calls. Our Customer Service and Field Operations teams are working together to speak with customers before technicians head out to residences and businesses, ensuring no one in the location has displayed symptoms of illness or traveled to COVID-19 Hot Spots within the last 14 days.
  • Cleaning Efforts. The frequency and intensity of cleaning efforts at all locations has been increased.

STEPS WE'RE TAKING

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TEMPORARY SPEED INCREASE

In an effort to meet the needs of our customers during this time we are temporarily increasing the speed of every eligible broadband data customer to a minimum speed tier of 50Mbps.

In addition, data allowances will be raised by 250 GB for all Internet customers.

This is being done in response to the expected increase in data use as schools and businesses are promoting work and study from home policies. This will take effect immediately and will remain in effect through June 30, 2020.

FREE PREVIEWS

To ensure that everyone stays informed and entertained during this time, Shentel is partnering with many TV networks to offer free previews for eligible Cable customers. Click here to see the complete list of free preview channels.

HOW TO REACH US

Contact Us

Whenever possible, Shentel asks that customers conduct business with us electronically or over the phone, to keep our customers and employees safe.

ONLINE:

You may visit Shentel.com/myaccount to make payments online. Online Payments can be made by credit card, debit card, or by using the routing numbers printed on your paper check. Sign up for auto bill pay and/or paperless billing to save up to $2.00 per month.

BY PHONE:

Please call 1-800-SHENTEL to pay through our automated payment system with a credit card, debit card or check routing numbers.

BY MAIL:

You can always submit payment to SHENTEL, PO Box 74507, Cincinnati, OH 45274-0573

SHAREHOLDERS:

Any shareholder needing assistance with a stock transaction should contact our transfer agent at 540-984-5200 or send an email to norma.copeland@emp.shentel.com

For the full press release, please click here.