COVID-19 Response


HEALTHAND SAFETY IS OUR TOP PRIORITY


The health and safety of customers and team members is our top priority.
We understand the growing concern surrounding COVID-19 across our communities, and our hearts go out to all those who have been impacted.
As part of our response to COVID-19 we have made adjustments.  We are now taking extra measures and precautions regarding on-site visits, our offices have been closed to the general public, most staff is working remotely, and business continuity plans have been implemented as we know you are depending on us now more than ever to deliver our services around the clock during this very critical time.

COVID-19FREQUENTLY ASKED QUESTIONS


We answer your frequently asked questions concerning our COVID-19 response below.  Please check back here often as we will be regularly updating this section as the situation evolves.

What is Metro Loop doing to ensure reliable delivery of services during this critical time?

We have implemented business continuity plans which include:

  • Closure of our offices to the general public.
  • Enhanced Health & Safety procedures tuned for the COVID-19 pandemic response.
  • Majority of our staff is now working remotely, including our call centre staff.
  • Our entire network has been put into a “brown-out” condition which means non-critical maintenance or work around our critical facilities is deferred to minimize risk to service delivery.
  • Increasing emergency power generator fuel reserves for critical network sites.
  • Additional bandwidth monitoring across the network and bandwidth augmentation when necessary.
  • Planning with our board of directors, executive, and senior financial staff for long-term instability within the economy.

If needed, are technicians still making on-site visits?

Yes, when necessary our technicians are still making on-site visits.  However, we will attempt to resolve any technical issues through our technical support call-centre or through a self-serve model at this time to minimize the need for a visit as part of our COVID-19 response.  In the event an on-site visit is required our customer service and technical support representatives will ask COVID-19 screening questions prior to confirming on-site visits.  Rest assured, our technicians are also undergoing ongoing COVID-19 screening prior to dispatch to any customer site.

Is Metro Loop waiving data usage fees?

All Metro Loop Internet services are provided without usage limits or caps at all times.  As such, you never need to worry about data usage fees!

Are you providing complimentary TV services throughout this event?

Good news!  Most news and children’s channels are included in Essential TV, our basic TV offering, so you already have access to these channels!  In addition to this the following channels are now placed on free-preview: Home and Garden Television (HGTV), National Geographic, Slice, The Family Channel, Family Junior, and Family CHRGD.

Are you offering financial assistance if I can't pay my bill?

We understand that the situation is changing day by day and there are many unknowns.  You are still responsible for paying your bill, however, if you require flexibility on paying your bill we are prepared to extend this to you.  Additionally, we have temporarily suspended late payment fees for all residential and small business accounts.

Are there changes to the equipment return policy?

Yes, the standard 14 day return window has been extended to June 1, 2020.  This is subject to a further extension if deemed necessary.

How are you assisting small businesses impacted by COVID-19?

Metro Loop has implemented COVID-19 policies to assist small business customers impacted by COVID-19.  Please contact our office by email, info@nullmetroloop.net, or telephone, 905-667-8945, for further information.

Are you still providing utility locates?

UPDATED MARCH 24, 2020:  PLEASE NOTE THAT METRO LOOP HAS SUSPENDED PROCESSING ALL STANDARD AND PROJECT UNDERGROUND INFRASTRUCTURE LOCATE REQUESTS AS OF MARCH 24, 2020 IN RESPONSE TO THE PROVINCE OF ONTARIO STATE OF EMERGENCY DECLARED DUE TO THE COVID-19 PANDEMIC.

METRO LOOP WILL CONTINUE TO PROVIDE CLEARANCES FOR STANDARD AND PROJECT UNDERGROUND INFRASTRUTURE LOCATE REQUESTS IF WE CAN DETERMINE NO PLANT IS PRESENT IN THE DEFINED WORK AREA ON THE ORIGINAL LOCATE REQUEST.

EMERGENCY LOCATE REQUESTS WILL CONTINUE TO BE PROCESSED AND TURNED AROUND WITHIN THE TWO (2) HOUR REQUIREMENT AS PER STATUTE AND/OR REGULATION.

SEE THE FULL MEMO HERE: https://s3.amazonaws.com/legal.metroloop.net/covid-19/Locate+Suspension+Notice+24MAR2020.pdf

 

Yes, at this time we are still completing utility locates of our underground infrastructure, however response may be slower than usual due to the COVID-19 crisis.  If you request a locate we ask that you observe adequate social distancing with any Metro Loop technician completing a utility locate for you.  Please be aware that Ontario 1 Call has implemented their own COVID-19 response plan and is currently accepting all locate requests, with a priority on emergency locates.  This policy is subject to change as the situation evolves.