As Pandemic Continues, ISPs Extending Customer Forbearance

As COVID-19 continues to affect the U.S., ISPs are beginning to extend the period of time they will delay disconnecting telecom services. Within minutes of each other Monday afternoon, Cox and Verizon made such commitments. More companies are expected to follow.

Under FCC Chairman Ajit Pai's Keep Americans Connected pledge announced March 13, 700-plus companies and associations agreed to take actions such as not cutting off residential or small business customers because of inability to pay for about two months "due to the disruptions caused by the coronavirus pandemic" and waiving associated late fees. The agency declined to comment now.

Monday, Verizon extended its pledge through June 30. That "was a proactive step by our company," a company spokesperson emailed us when we asked if it at Pai's request: "We made the decision based on the current national and needs of our customers."

Cox extended through June its similar pledge that also includes keeping its Wi-Fi hot spots open.

NCTA expects other members to add time to their pledges, as Cox did, said a spokesperson for the association. Other cable, telco and wireless groups and companies didn't comment.