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ImOn COVID-19 Updates

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Scam-Alert.jpgAs the coronavirus pandemic continues to impact the U.S., scammers have seized the opportunity to prey on consumers by phone and text. Here's what the Federal Communications Commission has learned (including actual audio/text sample scams), and how consumers can protect themselves. https://www.fcc.gov/covid-scams

Monday, March 23 - 

The U.S. Homeland Security Department recently released a memo defining “essential infrastructure industries”. Internet and telecommunications providers – which, of course, includes ImOn Communications - are on this list.

ImOn is proud to be considered part of essential operations in our communities during times of emergency. Our team members continue to step up to the challenge of keeping Eastern Iowans connected to each other and the world, which we believe is so important as we all face the challenges of the COVID-19 pandemic.

We want you all to rest assured that ImOn is doing everything necessary to protect our employees, our customers and our communities as we continue to serve. You will continue to see our trucks and employees out in your neighborhoods. All employees have been instructed specifically and are practicing social distancing and they are equipped with the personal protection equipment they need to protect themselves and others.

While our offices and walk-in customer care desk are closed to external visitors, our team is safely working remotely to continue to answer your questions and concerns. All contact numbers and hours for customer care are listed below. Emergency and technical support are offered via phone 24/7; billing and account-specific questions can only be addressed during normal customer care hours. 


ImOn Residential Customer Care Line: Available Monday-Friday 8am - 6pm, and Saturday 9am-12pm for service support, bill payments, and account questions.

  • Cedar Rapids: 319-298-6484
  • Iowa City: 319-519-6484

ImOn Business Customer Care Line: Available Monday-Friday 8am - 6pm, and Saturday 9am-12pm for service support, bill payments, and account questions.

  • Cedar Rapids, Marion & Hiawatha Businesses:  319-261-2249
  • Iowa City Businesses:  319-261-4610
  • Dubuque Businesses:  563-239-9150

Technical Support and Emergency Service Line: 24/7 (does not include bill payments or account questions):
Cedar Rapids: 319-298-6484
Iowa City: 319-519-6484

Customer Care Email:
Support@ImOn.net

Thursday, March 19, 2020 - 

ImOn has implemented some changes in our operations in response to current events, none of which will impact your services or the way ImOn supports you. These changes are as follows:

  1. Beginning today, March 19th, ImOn has asked all employees who can to work remotely. 
  2. The very few employees who perform functions that must take place in our offices are being provided the appropriate space for social distancing. 
  3. You may see our ImOn trucks on the roads - for our employees who work in the field, we have implemented policies to ensure they are able to practice social distancing and have provided them with the tools they need to remain safe and keep our customers and communities safe. 
  4. All employees returning from any travel, whether international or domestic, are being asked to isolate for 14 days and are being provided with the tools they need to remain productive during this period.

We want to reiterate that our ability to provide you with the services and support you need is not impacted by this change in operations.  For example, our systems allow our customer care representatives to work remotely and still be able to answer your calls promptly and access the systems they need to answer your questions thoroughly.  We ask that you be patient with us if you experience slightly longer hold times.  As you can imagine, call volumes are up somewhat as all of us get used to this new normal.

Many of you are now working from home or have employees working remotely.  ImOn is here to help.  If you need anything, please don’t hesitate to call.  Customer Care phone numbers and hours are listed below.  We will keep you posted of any future changes.  As always, we appreciate your business and hope that you, your families, and your businesses remain safe and healthy.

Sincerely,

The ImOn Team

Customer Care phone numbers

Residential Customers:  319-298-6484
Cedar Rapids, Marion and Hiawatha Business customers:  319-261-2249
Iowa City Business Customers:  319-261-4610
Dubuque Business Customers:  563-239-9150

Customer Care email

support@ImOn.net

Hours for support, including billing and account-specific questions

Monday – Friday:  8:00 am – 6:00 pm
Saturday:  9:00 am – noon

For after-hours technical and emergency support (no billing/account questions), call the appropriate number above.

Update: March 17, 2020-

As we continue to receive guidance from the State and Local health authorities, as well as from the actions of other companies in our community, we have made the decision to temporarily close our walk-in Customer Care Front Desk. We will continue to serve our customers in all other ways (detailed below) and will notify you as soon as we feel it is appropriate to re-open our walk-in customer care office.

Bill Payment
There are several options available during this time frame for paying your ImOn bill. These include our online portal, via telephone or mail, or by utilizing our payment drop boxes in front of our Cedar Rapids and Iowa City office building, or at the CRBT downtown office. You can see the complete list HERE.

Customer Service
Our telephone customer care lines will still be open, including our 24/7 technical and emergency service support.  Billing and account-specific questions can only be addressed during call center business hours.
ImOn residential customer care:
Cedar Rapids: 319-298-6484
Iowa City: 319-519-6484
Hours: Monday-Friday 8am - 6pm, Saturday 9am-12pm
 
Technical Support and Service Impacts (does not include billing questions):
Cedar Rapids: 319-298-6484
Iowa City: 319-519-6484
Hours: 24 hours/day, 7 days/week

Equipment Return
If for some reason you need to return ImOn equipment during this time, we have provided a cart in the lobby of our building at 101 3rd Ave SW in Cedar Rapids. You can leave your equipment on the cart and our employees will pick it up frequently throughout the day. The labels on the equipment will let us know which account to credit the equipment to.

We appreciate your patience and understanding during this challenging time. ImOn’s primary objectives are to protect our customers, colleagues, and community while still providing our superior level of customer service. We will continue to communicate changes through emails and the website www.MyImOn.com/COVID19. Please don’t hesitate to call us if you have any questions.

Monday, March 16, 2020 - 
ImOn Communications is focused on protecting our customers, our colleagues and our community.  We are closely monitoring developments in our communities and have a plan in place to help minimize spread of infectious disease.
 
At this time, per the recommendations of the Iowa State Department of Health, ImOn is operating business as usual while taking all recommended precautions re: hygiene, cleaning surfaces, encouraging employees to stay home if they aren’t feeling well, and minimizing large group contact.  We will proactively communicate any changes in the situation and keep you informed of any change in our operations.
 
While our customer care front desk is still operational at this time, many who are trying to maintain social distancing might not be comfortable visiting ImOn in person.  There are many ways to communicate with ImOn that might help eliminate the need for an in-person visit.
 
Bill Payment: 
If you need to pay your ImOn monthly bill, we encourage you to consider managing your accounts using our online portal. You can find it by clicking here, or by visiting MyImOn.com and clicking on "Manage My Account" in the top right corner of the page.
 
This 24/7/365 service allows you to safely view your account and make a payment safely from the comfort of your home.
 
ImOn also offers a locked drop box next to the front door of our building in Cedar Rapids at 101 3rd Ave SW as well as outside our Iowa City office at 535 Olympic Court.  Our care team frequently picks up and records payments in the boxes and you can rest assured these payments are safe and will be credited to your account the same day you drop them (we back-post payments made after business hours).
 
Additionally, check or money order payments (no cash) can be made at the Downtown Cedar Rapids Bank and Trust location during normal bank hours or after hours in the night deposit box in the bank's drive-through.
 
Cedar Rapids Bank & Trust
500 First Ave NE
Cedar Rapids, IA 52402
 
These payments will be credited to your account the next business day.
 
Of course, you can also pay your bill via mail or phone. You can see the complete list of our available payment methods by clicking here
 

Service Issues: 
We offer 24/7 local technical and emergency phone customer support for all service issues except billing and account changes.  Billing and account specific questions can be handled over the phone during our normal business hours, listed below. 
 
You can also email support@imon.net from the same email address listed on your account and our account representatives will be able to discuss account specific information with you via email.  Finally, ImOn offers chat support. Simply go to https://www.myimon.com/ and a chat window will appear asking if you need assistance.
 
ImOn Residential Customer Care Line:
Cedar Rapids: 319-298-6484
Iowa City: 319-519-6484
Hours: Monday-Friday 8am - 6pm, Saturday 9am-12pm
 
Technical Support and Service Impacts: (does not include billing questions):
Cedar Rapids: 319-298-6484
Iowa City: 319-519-6484
Hours: 24 hours/day, 7 days/week
 
As you may imagine, if more people are staying home using their Internet, cable TV and/or phone services during hours they typically haven’t used them, we anticipate our call volume could rise. Please rest assured, our dedicated team will make every effort to answer all calls quickly and work with you patiently to resolve your issue. 
 
If you experience service impacts during this period of increased usage, some of this can be handled by taking a couple of simple steps in your home:

  • Make sure you don’t have devices utilizing your bandwidth unnecessarily. Completely disconnect any devices not in use.  Even leaving apps open that consume bandwidth can impact your Internet performance.

  • Place your wi-fi router in a central location on the main floor of your home. Think about where you typically utilize your Internet the most and make sure there isn’t anything causing interference between you and the router, such as electrical appliances, heavy building materials, (brick walls), etc.

 
We appreciate your business and hope you are staying safe and healthy.  We will continue to communicate with you as the situation develops.

 
-The ImOn Team