Customer installation will occur within 4 business days from the time of customer request, unless customer requests a later date.
Follow-up Calls
All customers will receive a follow-up call the next day to ensure the service is working correctly.
Troubles will be repaired according to the following timelines:
Residential troubles requiring a truck roll will be addressed in 4 business hours. Business troubles requiring a truck roll will be addressed in 2 business hours.
For example, a residential call coming in at 4:00 PM will be addressed by 11:00 AM the following business day. A business call coming in at 4:00 PM will be addressed by 9:00 AM the following business day.
Major Outages
All customers who contact the business office to report a trouble during a major outage (i.e. tower down, router crash) will be contacted that same day once the problem has been fixed.
Customer Outage
All customers who have an Internet trouble that requires repair will receive a callback the next day to ensure the problem has be corrected and that everything is working properly.
Glenwood has extended support hours during evening and weekend hours. If our after-hours support team is unable to correct the trouble over the phone, a technician will be dispatched to your location.
A technician will contact you prior to coming to your residence or business. Some troubles may need to be addressed the following day due to weather and the time of day the trouble occurs (i.e. darkness, ice, rain, etc.)