March 23, 2020 0 Categories Uncategorized

Astrea Operations & Call Volume Update in Light of COVID-19

Customer update regarding operations & high call volumes

As COVID-19 continues to impact our lives and businesses, we are committed to doing everything we can to protect the health and safety of our employees and customers. As declared by the U.S. Department of Homeland Security, during this state of National Emergency, we are deemed a critical communication facility and we are committed to continuing to support the connection needs of our Astrea communities.

While we continue to maintain business operations, we are experiencing a steady increase in the number of calls to our call center. We expect this call volume to continue to rise as businesses enact work-from-home policies, schools switch to online-only formats, people turn to streaming entertainment in lieu of social activities, and overall bandwidth needs increase.

As call volumes increase, we do anticipate a longer than normal wait time to speak with an Astrea support agent. To manage this, please keep the following contact options in mind when reaching out to us:

Astrea offers alternatives to phone support including live chat, email and customer portal ticket requests. To use any of these options, please visit www.astreaconnect.com.

We offer a call back feature when you are placed on hold. Simply select option 6 and you can hold your place in line. A customer advocate will reach back out on the number provided.

Astrea provides 24/7 support by calling 800-236-8434. Call volumes are typically the highest in the morning and early afternoon. Please consider calling during non-peak times to lessen your wait times.

We ask for your patience and understanding as we navigate these ever changing and challenging waters. We are committed to assisting you through any disruptions that may arise relating to COVID-19. It is a privilege to serve you.