Viya informs Virgin Islanders with its latest report on procedures and protocols:
At Viya, the safety and support of customers is one of our highest concerns amidst the news of the COVID-19 pandemic. While we continue to follow the guidance of local authorities, we are committed to keeping the territory connected in any way that we can. Building on previous connectivity initiatives that were announced last week, Viya is proud to announce its commitment to the Federal Communications Commission’s “Keep Americans Connected Pledge” and to support our customers, we pledge that, for the next 60 days, we will:
Not terminate the service of any residential or small business customer because of their inability to pay their bill due to disruptions caused by the COVID-19 pandemic.
Waive any late payment fees that any residential or small business customer incur because of economic hardship related to the COVID-19 pandemic.
Keep our public Wi-Fi hotspots open for the community. A complete list of Viya’s hotspots throughout the territory is available online at https://viya.vi/free-hotspots/.
Although Viya will not terminate service due to nonpayment during this critical period, the company encourages customers who can pay their bills to do so by using one of the many convenient options. Customers can set up auto-pay accounts, pay online or make payments at all local banks, the St. Thomas Federal Credit Union and the Frederiksted Federal Credit Union.
A complete list of payment options is available at http://viya.vi/support/pay/.
In addition to the FCC’s mandate, on March 13, 2020, Viya committed to further lowering the barriers to new customers who wish to obtain service and stay connected. Viya is offering the following:
Residential customers:
Free installation for all new high-speed internet customers through the end of April.
50 percent discount on 25Mbps service for the first three months for new customers.
Deep discount on its mobile internet service (Mi-Fi) for new customers at a low cost of $40 per month for the first three months.
Small Business customers:
50 percent discount on 25Mbps service for the first three months for new small business customers.
Deep discount on its mobile internet service (Mi-Fi) for new small business customers at a low cost of $45 per month for the first three months.
Effective Monday, March, 23, Viya will institute abbreviated hours at the Customer Experience Centers: 8 a.m. to 4 p.m. Monday to Saturday. Changes to our operating hours could change quickly; therefore, Viya reminds customers to log on to www.viya.vi to keep abreast of any changes that may occur due to this unpredictable situation.
For issues of customer care and billing, Viya encourages customers to use alternative avenues. For the customers, the company is taking measures to ensure the community’s safety by advising customers who must visit that it is critical that they follow the social distancing and hygiene protocol that has been established in the office.
Viya recognizes that many of our customers are seniors, the most vulnerable population affected by COVID-19. While we prefer that our seniors limit visits to the CEC, the team will ensure that they are given priority during their visit.
Viya’s technical team is focused on installations and repairs during this period to ensure that customers have the products and services to stay connected. It is very important that customers who are scheduled for an installation or repair at their residence or business be available on site for the appointment. Viya’s installers will continue to do new installs to the extent that they can do so safely or provide alternative solutions to keep customers connected and our technicians will continue to work around the clock to monitor the network and promptly deal with service-affecting issues.
Beginning Friday, March 20, News2 (on Channel 4) will begin airing 30-minute special segments about COVID-19 developments three times a week at 7 p.m. and will repeat at 11 p.m.: Monday, Wednesday and Friday. Friday’s inaugural episode will re-air on Saturday and Sunday.
Monday’s latest episode will re-air early on Tuesday, and Wednesday’s latest episode will re-air early on Thursday. These segments will encapsulate pertinent local and national updates on the pandemic.
Viya Chief Executive Officer Geraldine Pitt said, “We are committed to keeping our team healthy while ensuring that everyone, from students to small business owners, stay connected for education, business and entertainment purposes.”
“Help us to keep the Virgin Islands safe by keeping informed of the changes and following the instructions given by the relevant authorities as well as changes that may take place at our stores,” said Pitt.
