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Important information from Greenlight Networks on COVID-19 Virus (Coronavirus)
The COVID-19 Virus (Coronavirus) has made its way across the ocean to the US, to NYS, and as confirmed this morning, to Monroe County. Greenlight Networks provides a vital service to our community, a service many rely on daily to live, work and play. This is a serious situation that as a company, we are watching closely to ensure we are operating in such a way that keeps the safety and health of our employees, our customers and our future customers as our first priority. Because of the seriousness of this situation we are taking the following measures:
To better serve the needs of our customers, effective immediately we are extending our technical support hours. We are now available for technical support from 8:00 am to 7:00 pm Monday-Friday and 8:30 am to 5:00 pm Saturday and Sunday.
We are temporarily asking that customers and visitors not come to our location at 1255 University Avenue. If you have a question or need to speak to a Greenlight representative, you can use the following options:
- Email support@greenlightnetworks.com
- Call us at 585-351-6600
- Open a support ticket GreenlightNetworks.com/ticket
- Chat with us at GreenlightNetworks.com
If you need to return your Greenlight Equipment (ONT) please do the following:
- Drop it in the drop box outside our office door at our 1255 University Ave location.
If you need an ONT you have the options below:
- Greenlight can send via mail. Please email support@greenlightnetworks.com or call 585-351-6600 with your name, address and email address.
- Schedule an appointment to have Greenlight drop off an ONT. Please email support@greenlightnetworks.com or call 585-351-6600 with your name, address and email address to schedule a time.
If you have a repair or an installation appointment scheduled, please take the following steps:
- Make sure everyone that is home at the time of the installation or repair is healthy.
- If everyone in the home is not healthy, please reschedule your install or repair appointment. If you need to reschedule your appointment because of the health of people in your home, you will not be charged a rescheduling fee. Standard fee for installation/repair still applies.
The safety and wellness of our communities is a priority for us. We appreciate your patience and understanding as we work to protect the health and well-being of our customers, future customers and employees. Please click the links below for additional information about COVID-19 and resources from the CDC on how to stay safe during this situation.
More than ever, as a community, we need to stay connected. We’ve taking steps to make sure our customers have the bandwidth they need to stay in touch with work, school and the latest news. We also have taken steps to make sure we are providing you with enough tools and resources to live “virtually.” Check out our Virtual Resources page for information on how to work and learn from home, what content is available to stream and much more. We are adding to this page daily, so keep checking back for more tips on how to live virtually!
Customer Communications
Information from Greenlight about COVID-19 (coronavirus)
Greenlight Technical Support Hours Update
Greenlight is upgrading your upload speeds…
Greenlight Techs – Taking Care During Installs
We understand that you need Greenlight’s high-speed fiber Internet now more than ever. While we are continuing to install services for new customers, the safety and well-being of our employees, customers and communities is a top priority.
- Our technicians are trained to follow CDC protocols, we are emailing and calling in advance, and asking at the door the appropriate CDC protocol questions.
- We make sure both the customer and our technicians are comfortable before we enter a home.
- Our techs are equipped with n95 masks as well as gloves and shoe covers.
- Our techs practice social distancing when installing our equipment and providing customer education.
- Proper sanitizing procedures are followed between customer appointments.
We look forward to safely connecting your home to Greenlight’s network!
