Truespeed Response to COVID-19

To our valued subscribers,

The World Health Organization officially declared COVID-19 (aka the Coronavirus) a pandemic. This unprecedented situation continues to evolve rapidly. The principals behind Truespeed have been closely monitoring the news and would like to provide information about how we are responding to this global event.

Truespeed believes that the health and safety of the people behind our team, our subscribers, and the community where we live & work is our utmost priority. As the best thing to do in a situation like this is to listen to the experts, we are following recommendations from a variety of health agencies as well as provincial and federal levels of our government. As such, we have implemented strict guidelines for the safety of our employees.  These range from stringent cleaning schedules of our workplace to having all employees who do not need to be at our office instead work from home.

We understand that connectivity to the internet is perhaps more important than ever and as such we are continuing to offer support and installation services throughout this process. As more people transition into working from home and schools close, we recognize that the demand for connectivity will continue to rise. As such, we are adjusting many of our packages to accommodate the needs of our subscribers.

We are permanently moving some of our most popular limited usage cable packages to unlimited and are reducing pricing on many of our cable internet packages. We also recognize that the trend is going to faster packages which is why they will enjoy the largest price reductions. Upgraded packages usage and lower pricing will be tentatively effective April 1st, 2020 but most people will see changes to their monthly bill on or after March 23rd.  While this price drop is not directly related to the present situation, we hope you’ll agree that the timing couldn’t be better. Here’s what’s changing in cable internet packages:

Cable 15 unlimited pricing is dropping from $44.95 to $39.95 plus tax per month.
Cable 40 unlimited is dropping from $48.95 to $46.95 plus tax per month.
Cable 60 200 Gig usage (formerly $54.95 + tax monthly) is being rolled into the 60 meg unlimited usage package.
Cable 60 unlimited is dropping from $62.95 to $54.95 plus tax per month.
Cable 120 200 Gig usage (formerly $72.95 + tax monthly) is being rolled into the 120 meg unlimited usage package.
Cable 120 unlimited pricing is dropping from $81.95 to $72.95 plus tax per month.

Unfortunately there are no plans at this time to change the DSL & FTTN package structure.  For those interested in moving over to Cable (where service is available), we will be waiving the setup charge for DSL/FTTN subscribers who want to transition over to faster speeds at lower pricing through cable internet. 

We are currently evaluating Fixed Rural Wireless (aka Legacy & LTE) packages and pricing. We can state that pricing will be going down and package speeds will be increasing but we have to put the necessary infrastructure in place before we can do so. Needless to say, the current global environment is not helping us on that front but we hope to have positive news to share in the weeks and months to come.

In light of the anticipated demand increase as more people stay at home, all other packages with limited usage over cable, DSL/FTTN and Fixed Rural Wireless will be temporarily increased to unlimited usage at no charge effective immediately. We expect that this measure will be in place until May 31st, 2020, although we might extend the temporary data usage increase should circumstances dictate.

We anticipate that many of our cable internet subscribers will want to upgrade their packages in light of the lower pricing. In order to help with transitioning, we will be waiving the $25 plus tax package change fee until May 31st, 2020.  To be clear, any customer on a limited package scheduled for the unlimited usage upgrade or those whose cable plans are lowering in price need to do nothing for the changes to occur.  Your next monthly bill will reflect the free changes made to those plans.

How You Can Help

Experts agree that limiting personal exposure is essential. We ask that you practice ‘social distancing’ from all of our employees, including our front-line sales force and our installation teams. We will be operating a skeleton crew at our Brockville office but will continue to offer a full range of services including support & billing online and over the phone. We ask that anyone requiring assistance to please prioritize calling in or e-mailing over an in-person visit.

We offer automatic payment options and implore those who are not presently on a pre-authorized payment plan to take advantage of remote payment options moving forward. Please contact our billing team to make arrangements for e-transfer or automatic debit/credit card withdrawal if you have not already. Billing can be reached at (613) 865-7733 extension 3 or by emailing billing@truespeed.ca. They will be happy to make arrangements that will accommodate your needs.  We can’t stress this enough – Please call in to arrange pre-authorized payments if you haven’t done so already.

We remain committed to keeping everyone informed as this situation continues to evolve. Any new information available will be posted here the moment it becomes available.

Thank you in advance for your assistance and understanding. We very much appreciate it.

Sincerely,

Adam MacGregor, President
Truespeed Internet Services Inc.

Edit – an earlier version erroneously reported that the 15 meg / 200 Gig service was priced at $39.99 plus tax.  It is in fact $34.99 plus HST and will be remaining unchanged.  Our apologies for the error.