ImOn COVID-19 Information Page

ImOn's Response to COVID-19

With all the uncertainty that COVID-19 brings, ImOn Communications wants our customers to know we are committed more than ever to keeping you connected to what matters most. We’re also taking every precaution to keep our customers, employees, and communities safe during this difficult time.

We know how important it is to be flexible during these uncertain times, so here are a few updates on what we’re doing to keep you connected, as well as ease some concerns you may have.

Latest News

Beginning July 8^th, ImOn will start offering in-person customer care, in a curbside format with limited hours. ImOn is repurposing a temporary construction shed and placing it in the parking lot on the southwest side of our company headquarters at 101 3^rd Ave SW in Cedar Rapids. Our customer care representatives will be available at this location Monday-Friday 10:00 am – 2:00 pm for walk-up customer care, including the following services:

Return/swap equipment (modems, remotes, cable boxes, etc.)
Make payments or payment arrangements (change will not be available for cash payments)
Schedule service calls, moves, etc.

Our representatives will be wearing personal protection equipment and there will be places marked on the ground six feet apart in case there is a line to see our representatives. ImOn will continue to offer equipment drop-off in our building lobby as well, if you are not comfortable with the curbside option, as well as a variety of payment methods including our locked drop box by the front entrance to the building, online or mail-in payments.

At a Glance:

All ImOn offices are temporarily closed to the public and many employees are working remotely until further notice. Beginning July 8^th, ImOn will start offering in-person customer care, in a curbside format with limited hours. ImOn is repurposing a temporary construction shed and placing it in the parking lot on the southwest side of our company headquarters at 101 3^rd Ave SW in Cedar Rapids. Our customer care representatives will be available at this location Monday-Friday 10:00 am – 2:00 pm for walk-up customer care

Payments are not being accepted in person at this time, but ImOn offers several other payment methods available that we have listed under the residential customer section below or click here for the list.

If you need to swap a modem or disconnect your service, please call our office to set up an appointment. You will be instructed on our temporary safety precautions.

ImOn will only be completing service installations and in-person service calls after we have exhausted all other options. We have implemented a contactless install procedure. We will also postpone as many installations and service calls as possible until after the COVID-19 threat is lifted.

ImOn, more specifically Telecommunication service providers, is considered an essential infrastructure industry by the U.S. Homeland Security Department. Due to this designation, you will continue to see ImOn trucks on the roads. We have implemented policies and safety measures to keep our employees who are still working out in the field safe. They are practicing social distancing and have been equipped with the personal protection equipment they need to protect themselves and others.

ImOn has temporarily paused cable TV installation and cable TV service calls for the safety of our customers and employees.

Due to the uncertainty caused by the COVID-19 pandemic, ImOn has made the tough decision to cancel two of our traditional customer events for 2020. Our annual ImOn Customer Carnival and ImOn Night at Brucemore's Outdoor Children's Theatre, both usually held in August, will not take place in 2020. We plan to resume these much-loved customer events in 2021.

For Residential Customers:

Updated installation process: ImOn Communications understands the importance of our services during these times, and we want to reassure you that we are committed to keeping our customers and colleagues connected, safe and informed. However, at this time ImOn will only be completing service installations and in-person service calls after we have exhausted all other options. We will also postpone as many installations and service calls as possible until after the COVID-19 threat is lifted.

If it is necessary to visit your residence, we will be carrying out the following steps to ensure your safety as well as that of our technicians:

Prior to the appointment, we will contact you to inquire if anyone in the home is experiencing symptoms or has traveled within the past 14 days. If the answer is yes to either of these questions, we will reschedule the appointment until it is deemed safe.

Our technicians typically wear personal protective equipment, including gloves and a face mask.

Our technicians will do all necessary work outside your home to install or repair your service.

If someone is present who can connect equipment with instruction from our technician, our technician will provide the equipment and instructions from outside your home and answer questions to help complete the work.
If no one is available inside the home to connect the equipment, we will first attempt to reschedule for a time when someone is available, or our technician will enter your home only after all other options have been exhausted, asking you to provide for safe social distancing.

If we swapped out equipment, we will either make arrangements for you to leave the equipment outside for our technician to pick up, or for you to drop the equipment at ImOn’s offices when the pandemic threat has lifted.

If possible, we may postpone installation and service calls until after the COVID-19 threat is lifted.

Online Bill Pay:

You can view and make payments online by registering your account through the ImOn customer portal. You will need your ImOn Account Number and existing Password created when you signed up for service. Your account number can be found on your sales paperwork and your monthly ImOn bill.

Follow the instructions below to set up your account:

Go to the ImOn customer portal at www.MyImOn.com.
Select the "Manage My Account" link located in the upper right-hand corner. A new login browser window will open.
Select "Click here to register" under "New Users."
Complete the information fields and select "Register." You have now registered your ImOn account and are able to view and pay your bill online.

If you need help with accessing the ImOn Account Manager, just call ImOn Customer Care at 319-298-6484 during regular business hours.

AutoPay:

ImOn's easy AutoPay program automatically withdraws your monthly payments from your checking or savings account on your bill due date. This is a FREE option and guarentees your bill will be paid on time every month! Click here to download the ImOn AutoPay enrollment form. Complete the form and return it to ImOn, 101 3rd Avenue SW, Suite 400, Cedar Rapids, IA 52404. Or you can set it up through your online ImOn Acount Manager.

By Credit Card:

Payments can be made by credit card by logging in to the online bill pay site, which can be accessed through the ImOn Account Manager. After logging on, select "Pay Now" from the main menu and then select pay by credit card. You may also make a credit card payment over the phone by calling ImOn Customer Care at 319-298-6484 between 8:00am-6:00pm Monday-Friday and 9:00am-Noon on Saturday. You will need your ImOn account number when making the payment. Please note that a $5.95 convenience fee applies to all credit card payments.

By Mail:

Payments made by mail should be sent to the address specified in your bill:
ImOn Lockbox
PO Box 3446
Cedar Rapids, IA 52406-3446

Drop Off:

There is a payment drop box located at the front entrance of the ImOn Headquarters.
ImOn Headquarters
101 3rd Avenue SW
Cedar Rapids, IA 52404

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

For Business Customers:

We are all facing difficult and uncertain times as we start to experience the impacts of COVID-19 on our businesses. ImOn wants to help in any way possible; to that end, we are sharing information on resources available to help your business.

The Paycheck Protection Program (PPP), established by the CARES Act, offers low interest loans to small businesses (under 500 employees) to help pay their employees during the COVID-19 crisis. The loan amounts will be forgiven as long as the proceeds are used to cover qualified expenses, such as payroll costs, mortgage interest, rent, and utility (including Internet and telephone services) costs over the 8 week period after the loan is made, provided certain criteria are met. Learn more, including how to apply, by clicking HERE.

More detailed information about the PPP, as well as information about additional lending options, is available from the Small Business Administration is available by clicking HERE.

A list of activities, educational websites, book lists, fitness options, and streaming recommendations that everyone will love. http://blog.imon.net/ideas-to-keep-your-family-busy-and-learning-at-home
Apps to keep your kids entertained, but also learning. http://blog.imon.net/2017/05/04/apps-to-keep-your-kids-entertained-and-learning-all-summer-long
We asked our ImOn employees for some of their favorite series to watch on streaming services. We’ve compiling a list including a brief description of the shows and what platform you can watch them on. http://blog.imon.net/all-aboard-the-streaming-train
Augmented reality apps that are fun and get your family outdoors. http://blog.imon.net/family-game-night-just-got-a-lot-more-fun-thanks-to-these-5-augmented-reality-apps
Websites and apps to help you find something new to watch. http://blog.imon.net/2017/06/01/what-to-watch-next

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