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Horizon Responds to COVID-19 Pandemic

Chillicothe, OH – March 20, 2020 – First, and most importantly, we hope that you and your family are safe and healthy. The well-being of our customers, employees and communities is our top priority. As the COVID-19 situation continues to evolve, we are taking necessary steps in accordance with the World Health Organization, CDC, and state and local health officials, to proactively protect our customers and our employees. As a loyal Horizon customer, we want to keep you apprised of the steps we are taking to ensure everyone’s safety as we maintain the level of service you have come to know and expect from the Horizon family.

At this time, we are continuing to install new services, upgrade existing services, and maintain all services to your home or office. We are working to minimize technician visit and appreciate your understanding if we ask you to check some things a technician might normally check. When it is necessary to send a technician to a customer premise, we have implemented a pre-screening process for both employees and customers before we arrive on site. This is for your safety and ours. If you or any person in your household has been exposed to someone who may have COVID-19 or is experiencing symptoms related to COVID-19, please share that information. We will do our best to meet your telecommunications needs, but we want to determine the safest way to do so.

The lobby at 68 East Main Street, Chillicothe is closed to all customers through the remainder of this state of emergency. The company’s outside payment drop box will remain available for your convenience. Customers can also pay their bill by mail, online at horizonconnects.com, on the Smarthub app, or over the phone at 1.833.890.9504. Please call 740.772.8331 if you have any questions regarding your services or to discuss payment options during this time. Should you need new service or additional bandwidth (speed) in order to meet new work-from-home, remote-education or health care requirements, please contact our office. We are here to help navigate this new and quickly-changing situation.

Horizon has built and maintains a network with 99.999% reliability. We have engineered it to handle spikes and shifts in usage and we are continuously testing, monitoring and enhancing the network to ensure and support growing customer usage. Our engineers have always monitored our network 24/7 for performance and reliability.

We continue to carefully review increases in network utilization and peak demands so we can adjust quickly to meet our customers’ needs.

Horizon is honoring the FCC’s “Keep Americans Connected” pledge. For the next 60 days, Horizon will not terminate customers’ service due to their inability to pay because of hardships caused by the current pandemic. Horizon will also waive late fees customers may incur during this state of emergency. We would, of course, like to continue to work with you if you have difficulties in making your payments so it’s not an even greater burden once this emergency is over. Our public wifi hotspots have always been open to the public.

Horizon’s executive team is meeting daily during this time to determine the best course of action as we navigate this quickly changing situation. Please contact the Horizon team if you have any questions or concerns. Likewise, please let us know if you see ways we can be of assistance to our community.

Thank you for your understanding and, as always, thank you for being a loyal Horizon customer.

Stay Safe ~ Stay Healthy ~ Check On Your Neighbors ~ Be Kind.



Horizon is a leading fiber-based broadband carrier operating over 4,500 route miles in Ohio, Indiana, West Virginia, Pennsylvania, Kentucky, Michigan and New York. The extensive network offers high speed Point-to-Point, Point-to-Multipoint, dark fiber, wavelength and data center services. Horizon partners with carriers, government, healthcare, education, and enterprise businesses. Horizon’s entrepreneurial heritage and long-standing commitment to remarkable customer care, ensures its devotion to connecting its customers to their worlds through the delivery of cutting-edge fiber-based technology.  For more information about Horizon’s brand promise, visit HorizonConnects.com


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