Information about GVTC's response to the COVID-19 pandemic

View information and additional links on how GVTC is responding to the COVID-19 pandemic to keep you safe.

GVTC’s Keep Americans Connected Pledge

GVTC understands the importance of ensuring customers have access to the Internet during the evolution of the COVID-19 pandemic.   GVTC has signed on to the FCC’s “Keep America Connected Pledge”.  The pledge states:

 

Given the coronavirus pandemic and its impact on American society, GVTC Communications pledges for the next 60 days to:

 (1) Not terminate service to any residential or small business customers because of their inability to pay their bills due to the disruptions caused by the coronavirus pandemic;

(2) Waive any late fees that any residential or small business customers incur because of their economic circumstances related to the coronavirus pandemic; and

(3) Open its WiFi hotspots to any American who needs them. (Note: GVTC has no Wi-Fi hotspots)

We are establishing procedures to meet the spirit of the pledge and ensure that those customers that are financially impacted by the coronavirus have access to the Internet. We hope to alleviate some of the stress customers may experience during this difficult time. Please contact us at
800-367-4882 if we can be of assistance.

 

Temporary Speeds to Meet your Needs

During this unprecedented time, GVTC is taking action to meet the increased demand and need for broadband service during the COVID-19 pandemic. To ensure that our customers stay connected in their homes, GVTC is temporarily increasing speeds for all eligible fiber optic customers with less than 100 Mbps service and all eligible cable broadband customers with less than 20 Mbps service.
The immediate changes are intended to support our customers as they are working from home, learning from home, and seeking entertainment within their homes. These changes will take effect on March 23, 2020, through May 31, 2020.

Answers to questions about GVTC's response to the COVID-19 pandemic

GVTC Store Hours

Effective Tuesday, March 17, 2020, all GVTC lobbies will be closed to the general public until further notice. We will remain in operation during normal business hours, however, for the safety of both our employees and customers, we ask that the public be respectful of these changes.

For Tech Support, please call 1-800-367-4882.
For hearing and speech impaired, call Relay Texas (toll free) 1-800-735-2989.

For Internet Assistance, please contact our 24-Hour Technical Support: 1-888-451-6821

Need to pay a bill?

We offer multiple options to interact with us electronically if you have concerns about going out in the community:

  • You can visit GVTC.com to order new service, make a payment, submit a trouble ticket, and access your account profile
  • The GVTC Start app is another great method to access your account, make a payment or submit a trouble ticket that’s easy to use and available through mobile app stores
  • You can always call us at 1-800-367-4882 to handle anything related to your account or make a payment through our automated payment system

Rescheduling Appointments

For the safety of our field personnel, you may be asked if you or your household are experiencing any illness that might put our technicians at risk. If you have an appointment already scheduled but begin exhibiting any concerning symptoms, please call us to reschedule your appointment at 1-800-367-4882 option #1

Returning Equipment

Effective Tuesday, March 17, 2020, all GVTC lobbies will be closed to the general public until further notice. We will remain in operation during normal business hours, however, for the safety of both our employees and customers, we ask that the public be respectful of these changes.

If you must disconnect service and have equipment to return, we offer a convenient way to mail it to us. Please visit GVTC Equipment Return Information on our website for more information.

For customers wishing to return equipment in person, please take the following steps:

  1. Place all equipment in the plastic bag provided at the GVTC office. There will be signage at the front door indicating where to go
  2. Fill out the form and place inside the bag with the equipment
  3. Place the bag in the bin labeled “Equipment Drop Off”

We will pick up the equipment throughout the day.  Please allow 24 hours for the equipment return to be processed on your account.

What GVTC employees are doing to help provide a safe environment

We’re asking our employees in customer-facing roles or those that require onsite presence to take appropriate preventative measures – whether they are in our stores, call centers, our customers’ homes or businesses. This includes stocking up on hand sanitizer, protective masks and gloves as well as disinfectant spray and wipes. We’re also encouraging employees who may not feel well to avoid coming to work or interacting with customers. 

Our frontline employees, field technicians and others take your health seriously, which is why we ask them to:

  • Disinfect their workspace & hands after every customer interaction
  • Pay extra attention to sanitizing common areas
  • Wear protective gloves while in your home or business
  • Avoid shaking hands or close personal interactions
  • Take care of themselves by eating well, washing their hands frequently, and staying hydrated and well-rested
  • Immediately report if they are not feeling well

For more information

For the most up to date and accurate information on how to proceed during these times and protect yourself from COVID-19, please visit the CDC website.

Press Inquiries

For press inquiries please contact John Hill at john.hill@gvtc.net.