Where service meets reliability: Inside Midco’s Customer Commitment

This piece is sponsored by Midco.

Let’s be real: There’s a lot of competition for your business when it comes to internet and home television service.

But few providers do business like Midco does — with a focus on local service, outstanding reliability and cutting-edge technology.

“That’s what we’re all about, and we want to lift it up consistently because it adds real value for our customers,” said Jeannie Thurston, senior vice president of marketing.

Enter the Midco Customer Commitment.

“It’s all about making what we’re doing more visible,” said Steve Mattern, senior vice president of operations. “We’re going the extra mile. They’re customer-focused, and they’re things we think make a positive difference that we should be talking more about.”

Here’s what it looks like:

Trustworthy transparency

Midco customers are spared the inconveniences and other pet peeves that come with some providers.

There are no hidden fees – what you see is what you get without extra or undefined charges.

There also are no data caps, so you can browse, scroll and stream without worrying about hitting a limit.

And there are no contracts: You won’t be locked into an agreement, if you don’t want to be, whether you’re a new customer or a loyal one.

“Transparency is big for us,” Thurston said. “We don’t bake in a bunch of fees you don’t understand. We’re going to itemize what’s on your bill and make it clear.”

If you’re in a contract as a residential customer, Midco will even share the cost to help you switch.

And if you ever have service issues or even just need to schedule installation, Midco eliminates one big inconvenience: waiting hours for a technician.

“You’ll be given a 15-minute window for when to expect a technician, and 97 percent of the time, we meet it,” Mattern said.

“If we’re running behind, our dispatch center will ensure you know it. That’s a pretty remarkable standard to meet not just in our industry but across the service sector.”

Technicians are standing by for needed repairs seven days a week and often can respond in the same day. If repairs continue into the following day, they will return within 15 hours – all at no cost to you.

Reliability meets speed, service

Want to know the biggest reason people switch providers? Reliability.

“Ultimately, people are looking for service that works,” Mattern said. “They want to know if they have a problem, they can call it get it fixed quickly, but most importantly, they don’t want to have to call at all.”

That’s why Midco is committed to outstanding network reliability – with the data to prove it. Its network delivers a more reliable internet connection than 99.9 percent average fiber network uptime.

“Our network is monitored 24 hours a day, and we have a whole department dedicated to preventative maintenance to help us identify issues before customers feel them,” Mattern said.

“It’s an industry-leading investment we’re really proud of and helps a lot with network stability. Plus, we’ve always been on the cutting edge of technology and at the top end of what speed packages we can offer customers.”

In the event there is an outage, Midco’ average time of repair is less than two hours, “despite working across a broad geography where it might take 45 minutes for a technician to arrive in some cases,” Mattern said. “We know when the internet goes out, you need it back on quick.”

Midco’s service team also is hired from within the communities it serves. Call centers and field technicians are based within the five-state area where Midco does business. They’re the ones chatting with you, taking your calls and keeping you updated via social media.

In the field, “our professionals are first-time-right certified,” Mattern said. “That means you can count on the services being installed  right the first time. And if there happens to be any service-impacting issues, we’ll return within 24 hours at no cost to you.”

Emphasis on convenience, communication

Midco commits to going above and beyond to make sure customers are aware of anything that might impact their service.

If the team will be working on services in your area, you’ll receive at least a two-day advance notice via email and text message with the date, time and impact on services.

“And often, we’re notifying you even more in advance than that,” Thurston said. “We’ve made a big commitment to ensure our communications are as timely as possible, whether it’s planned maintenance or an unplanned outage. If you use our Midco Wi-Fi app, that also will immediately notify you of any service disruption.”

 That same standard of communication applies when Midco is doing construction in a community.

“Customers want to know if we’re going to be digging in their yard, and we’re very transparent about that and proactive in our communication,” Mattern said.

“We also take pride in working with community officials to understand all rights-of-way and easements, and locate all utilities. When we’re done working, we commit to restoring property to its original state to the best of our ability.”

Join the Midco family

Do you love your Midco service? Don’t forget to share it with others. When you refer someone who becomes a Midco customer, both of you will receive a $75 credit.

“And we always invite you to contact us to make sure you’re receiving the best package of services for you, whether you’re a new or longtime customer,” Thurston said. “We have offers available for all customers and welcome that conversation to make sure we’re providing the best possible service.”

To learn more about Midco’s Customer Commitment, visit here.