C Spire Cares.

What happens if I can't pay my bill on time due to COVID-19?

Through the My C Spire app and our online account management tool, it's easy to make payments from anywhere. However, we're also working with customers directly impacted by the virus on an individual basis to make sure they continue to have access to the services and assistance they need.

If you've been directly impacted by COVID-19 and want to apply for special payment assistance, feel free to submit a request.

How are C Spire stores responding to COVID-19?

Since the start of the outbreak, we've taken precautions to ensure that our customers and Team Members stay safe and healthy, including disinfecting our stores daily and regularly cleaning high-traffic areas. Since then, we've made additional changes to our store operations to better serve our customers. Check our list to see which stores are currently open to serve customers and which are closed temporarily. Stores hours have also been adjusted during this time.

To help our customers quickly and safely get the services they need, we're introducing same-day delivery in select locations, as well. Learn how it works and if it's available in your area.

You can always take care of your C Spire needs online. Use the My C Spire app or our online account management tool to make bill payments. Or visit cspire.com to upgrade your device, add a new line and more, plus get bonuses like free activation and free next-day delivery in most cases.

What if I need to make a cash payment?

What new delivery options is C Spire offering during the outbreak?

While all online orders can receive free shipping with next-day delivery in most cases, we're also introducing new same-day delivery in select locations. See if it's available in your area. This provides our customers with another way to quickly and safely get the services they need.

To use this option, shop at cspire.com, select “Get It Today” at checkout and follow the instructions to call your store. We'll check if your address is eligible for same-day delivery and, if so, ask if you'd prefer no-contact delivery (verifying your ID and delivering your order from a maximum, healthy distance). We'll then confirm your order, give an estimated delivery time and help you complete your purchase. Upon arrival, our driver will verify you ID and deliver your order.

What are the best ways to service my account with store operational changes/closures?

http://blog.cspire.com/corporate/c-spire-changes-retail-hours-locations-during-covid-19

What do I do if I need more data than I have on my current plan?

All of the wireless plans that we sell today feature unlimited talk, text and data. However, for customers on older plans, we make switching online simple. We also don't place restrictions or charge upgrade fees for adjusting your plan as your needs change.

What if my phone or computer breaks?

All of the wireless plans that we sell today feature unlimited talk, text and data. However, for customers on older plans, we make switching online simple. We also don't place restrictions or charge upgrade fees for adjusting your plan as your needs change. We'll keep all C Spire Repair Centers open to support you as long as we know that we can safely do so. Our technicians are certified to repair and service a wide variety of devices, including most popular smartphones and even Mac computers at select locations. Find a C Spire Repair Center near you.

How can I sanitize my phone to reduce exposure to germs?

Per CDC guidelines, washing your hands and avoiding touching your face are essential, but our phones are in our hands and on surfaces all day and thus can increase risk of infection. While most modern smartphones are at least partially water resistant, disinfectant wipes are the easiest way to kill germs and sanitize your phone without damaging it. If using a spray disinfectant, be sure to use a soft cloth that won't leave lint on your screen or in your device.

How is C Spire Wireless helping Mississippi schools?

How does the CARES Act affect my business wireless service?

With the federal government's CARES Act, many organizations can receive special U.S. Small Business Administration loans to support business continuity. You may qualify for financial relief for eligible utilities like your C Spire wireless service, as well as business expenses such as payroll and rent.

Read our blog post to learn how the CARES Act can help with your business wireless service, or visit the U.S. Small Business Administration's website for more information on COVID-19 relief.

How does the CARES Act affect small business customers?

To alleviate the economic impact of the coronavirus on both individuals and businesses, Congress passed the Coronavirus Aid, Relief and Economic Security (CARES) Act on March 27. The legislation provides economic assistance to small businesses which also includes loans for utilies such as telephone and internet access.

Paycheck Protection Act

Who is eligible for a Paycheck Protection loan?
• Businesses and 501(c)(3)s with less than 500 employees are eligible for this new loan.
• Sole proprietors, independent contractors, and self-employed individuals may also be eligible.

Is there a cap on the loan amount?
The maximum loan amount will be the lesser of $10 million or 2.5 times the average monthly payroll based on the prior year's payroll.

What expenses are eligible to be paid from the loan?
• Payroll costs, including costs related to the continuation of group health care benefits during periods of paid sick, medical, or family leave, and insurance premiums; and employee salaries, commissions, or similar compensations
• Payments of interest on any mortgage obligation (which shall not include any prepayment of or payment of principal on a mortgage obligation)
• Rent (including rent under a lease agreement) and Utilities (incl. telephone, or internet access)
• Interest on any other debt obligations that were incurred before February 15, 2020

More details can be found through the SBA: https://www.sba.gov/funding-programs/loans/coronavirus-relief-options

How is C Spire Business helping during the outbreak?

Already, we're working with local and state government to provide needed infrastructure, including emergency bandwidth for hospitals and other critical-needs operations in our region. Through the Mississippi Optical Network (MissiON), we're also able to provide all state universities with dual 100Gbps links, delivering the speed and bandwidth necessary for online education.

Is C Spire offering payment assistance for business customers affected by COVID-19?

As part of our FCC Pledge C Spire Business will not terminate service to any small business customers with fewer than 50 employees because of their inability to pay their bills. C Spire will also waive any late fees that a small business customer incurs because of their economic circumstances involving COVID-19. If you've been directly impacted by COVID-19 and want to apply for special payment assistance, please submit a request. For our business customers, we're able to offer this assistance on our VoIP and internet services only.

What do I do if my business is forced to work from home?

We always have a variety of tools to provide simple, successful business continuity. But as more customers reached out to us for help in readying their organization to work remotely, we created a simple solution.

With our "Work from Anywhere" Toolkit, businesses can acquire the tools to effectively collaborate and work from home or on the go with powerful tools like Office 365 and the UC-One app. See how you can get your business remote-work ready.

How is C Spire Business prepared for emergencies?

With 24/7 monitoring and proactive steps to ensure reliability, we built our full suite of business solutions to keep you connected, backed by our dedicated local support team. Especially during difficult times, we know that your business relies on us. That's why we stay two steps ahead.

Our business fiber internet delivers symmetrical upload and download speeds with individual connections for each customer. No data caps, buffering or overages. We're also here to offer consulting services so that every business can equip the ideal technology to operate effectively for their customers. Contact us to get started.

What is the C Spire Business Continuity Plan?

C Spire maintains a robust business continuity and crisis management program that is reviewed on a regular basis. Individual lines of business across C Spire have specific plans based on the nature of possible impacts to our business operations. We take an impact-based approach to business continuity by designing preparedness and response plans that address the availability of our workforce, workplaces, technologies and critical interdependencies. Our Team Member population size and geographic diversification provide an inherent resiliency advantage. Finally, offices experiencing mandatory closures have maintained essential business functions, processes and customer support resulting in no disruptions to customer services to date.

Will my internet services be impacted?

C Spire maintains a network of over 9,750 miles of buried fiber delivering high-speed connectivity to our business and home customers. We routinely meet the highest industry standards for uptime and reliability, and the current circumstances should not change that.

Will my cloud services be impacted?

C Spire remains committed to meeting its service level agreements for our cloud services. We've designed our data centers and cloud infrastructure for maximum availability and resilience. We also have a robust capacity management process to provide cloud service scalability. At this time, we do not expect any disruption to cloud service availability due to the COVID-19 virus.

Will my VoIP phone services be impacted?

C Spire maintains our hosted VoIP product in our data centers, and we do not expect any disruption at this time due to the COVID-19 virus.

Will there be delays in your supply chain due to COVID-19?

C Spire is committed to upholding the terms and agreements set with your company. We maintain a multi-sourcing strategy for most of our components, and we work continuously to avoid delays that impact customers. For products or components supplied predominantly from high-risk countries, we are expanding our alternate sourcing options to minimize potential future disruptions.

What impact is COVID-19 having on lead times for hardware?

If COVID-19 continues to intensify, lead times may further increase. We are working diligently to minimize potential added lengthening of lead times, and we will keep you informed on any impacts that might affect your business.

What impact, if any, will there be to receiving spare parts?

We do not currently expect issues in providing spare parts. At present, the only delays we are experiencing are with delivery to customers who have limited access to their sites or where there are transportation delays.

Do you have any concerns regarding support or staffing for hardware replacements or installs for customers?

Our Team Member population depth and geographic diversity provide inherent resilience to the continuity of our hardware and services within the region. We are committed to meeting all our agreements throughout this situation, so that your business can continue to operate as normal.

How can I get updates on COVID-19 from C Spire?

We will advise you of any important service notifications via your standard account contacts and communication channels. If you have any questions or concerns regarding COVID-19, we ask that they be channeled through the existing Account Management or Account Service teams that you use for all routine business communications. This page will be updated with the latest information we have available.

How is C Spire Home helping during the outbreak?

From our fiber internet to our home phone service, we built our network to keep you connected through situations just like this. C Spire Fiber delivers gigabit speeds with enough bandwidth for everyone in your family. Our customer care representatives are also available 24/7 to offer support if any issues arise.

What happens if I can't pay my bill on time due to COVID-19?

Through the My C Spire app and our online account management tool, it's easy to make payments from anywhere. However, we're also working with customers directly impacted by the virus on an individual basis to make sure they continue to have access to the services and assistance they need.

If you've been directly impacted by COVID-19 and want to apply for special payment assistance, feel free to submit a request.

Are you still completing in-home installations and service calls?

While we are installing homes and providing support, we're implementing limited-contact appointments to deliver the services you need in the safest way possible.

C Spire Home technicians are practicing social distancing (keeping a distance of at least 6 feet), wearing face coverings, washing their hands for at least 20 seconds at a time, disinfecting surfaces and tools frequently, and following all other CDC recommendations. We're also making sure that all technicians in the field are healthy.

Our technicians will attempt to provide service from outside your home first. We'll place your equipment at your door with easy-to-follow instructions for the next steps.

If we do need to enter your home, we're limiting technicians to connecting and troubleshooting your primary internet outlet. For additional outlets, we're glad to offer self-service support online, including tutorial videos and video chats for technical help.

We ask that you reschedule your appointment if anyone in your home shows symptoms or believes they may be sick. Call us at 1-855-438-1009, and we'll be glad to reschedule at no charge to you. Watch our video to learn more.

How can C Spire help me with working from home or going to school online?

We designed C Spire Fiber internet to offer the perfect solution for families, even when everyone has to be on at once. With our gigabit speeds and powerful bandwidth, it's easy for students to learn online, parents to work from home, kids to play games online and more at the same time - all without data caps or overage charges.

We also deliver an individual fiber connection for each home, so you don't have to share bandwidth with your whole neighborhood. Plus, with C Spire Smart WiFi, your whole home can enjoy wall-to-wall WiFi that adapts and optimizes to how you use it, delivering the best speed where you need it most.