Coronavirus | Customer Updates

In today’s rapidly evolving COVID-19 environment, we want to be able to share information as quickly and accurately as possible. We will post customer-related announcements to this page for the duration of this situation. Updates will be shown in chronological order.

CUSTOMER PRE-VISIT QUESTIONNAIRE


SEPTEMBER 14: TV PROGRAMMING UPDATE

Earlier this year, in response to Covid-19 stay-at-home orders, many of our network partners had authorized us to temporarily air their programming across all of our television tiers. Their complimentary programming offers have expired and we are contractually obligated to return to our standard TV Channel Lineups. If you have enjoyed this programming and would like to either upgrade your television package or explore streaming TV plans, we invite you to contact our Customer Service team at 715-421-8111 / 920-596-2535 (Manawa).

Hallmark, Hallmark Movies & Mysteries, and Hallmark Drama will remain available on our Network/Basic Tiers through 10/15/20.


 

MARCH 27: CUSTOMER SERVICE UPDATE

At Solarus, we are extremely proud of the service we provide and take your trust in us very seriously. During these uncertain times, we feel an increased responsibility to protect both our customers and our technicians from any unnecessary exposure. With this in mind, we will be temporarily suspending non-essential technician home visits until the COVID-19 situation has subsided. This will enable us to prioritize customers’ critical Internet and Phone connectivity needs and lessen the risk of exposure. As a reminder, our technical assistance team is always available to answer questions or troubleshoot issues remotely via phone (715-421-6085) or online at solarus.net/support.


MARCH 23: TV PROGRAMMING UPDATE

In light of the current circumstances, a few networks have authorized us to air their programming across all of our television tiers for a limited time. The channels shown below (as SD/*HD (when subscribed)) have been activated for all Solarus TV customers. We’ll be sure to let you know if any additional networks or Premium Movie groups would extend these same types of contract deviations.

SOLARUS – WISCONSIN RAPIDS & SURROUNDING AREAS (updated 4/10)

AMC: ch 81/381
American Heroes: ch 49/349
Animal Planet: ch 91/391
BBC America: ch 84
CNBC: ch 24/324
CNN: ch 19/319
Destination America: ch 62/362
Discovery: ch 56/356
Discovery Family: ch 97/397
Discovery Life: ch 44
DIY: ch 61/361
Food Network: ch 59/359
FOX News: ch 22/322
GAC: ch 137/437
Hallmark: ch 83/383
Hallmark Movies & Mysteries: ch 55/355
Hallmark Drama: ch 71/371
HGTV: ch 58/358
Investigation Discovery: ch 66/366
IFC: ch 122/422
MSNBC: ch 20/320
Outdoor Channel: ch 37/337
OWN: ch 53/353
Science: ch 47/347
Sportsman Channel: ch 39
Sundance: ch 121/421
TLC: ch 57/357
The Travel Channel: ch 64/364
The Weather Channel: ch 21/321
Universal Kids: ch 88/388
WE: ch 27/327

SOLARUS – MANAWA AREA (updated 4/13)

AMC: ch 28
BBC America: 139
CNBC: ch 62
CNN: ch 41/372
Destination America: ch 121
Discovery Life: ch 105
DIY: ch 122

FOX News: ch 42/352
Hallmark: ch 61/362
Hallmark Movies & Mysteries: ch 113/364
Hallmark Drama: ch 107/363
MSNBC: ch 126/326
Outdoor Channel: ch 47/330
Sportsman Channel: ch 102
WE: ch 110
Due to platform limitations, these channels cannot be added to the Analog network.


MARCH 17: CUSTOMER SPEED ENHANCEMENTS & COMMUNITY WI-FI LOCATIONS ANNOUNCED

COMPLIMENTARY RESIDENTIAL SPEED UPGRADE*

This morning, we automatically upgraded the Internet speed of every Solarus fiber-connected** home by 100 Mbps. This speed upgrade is ENTIRELY COMPLIMENTARY and is intended to support any increased demand due to school closures, work from home applications and general Internet usage. The symmetrical capability of Solarus fiber (equal upload and download speeds) is ideal for these usage scenarios. This upgrade enables us to confidently support your unforeseen Internet demands, while promoting recommended social-distancing practices. As a Solarus customer, your Internet usage is always unlimited and will not be constrained by data caps.

COMPLIMENTARY BUSINESS UPLOAD SPEED UPGRADE*

This morning, we also automatically upgraded upload speeds for every Solarus fiber-connected** business. Every Solarus business customer now has a minimum 100 Mbps upload speed to enhance remote accessibility for their employees. This speed upgrade is ENTIRELY COMPLIMENTARY. If your business has additional speed or remote accessibility needs, please contact our business service team at 715-421-8145.

* These complimentary upgrades will remain in place for the next 60 days. We will reevaluate needs and make any determination for continuation after that time. **Due to bandwidth restraints of older, legacy Internet platforms, this complimentary upgrade is only applicable to fiber-connected locations.

COMMUNITY WI-FI LOCATIONS

To ensure connectivity for all residents, we have opened up public Wi-Fi locations in various spots around the community. Any community member, Solarus customer or not, is welcome to log on for free. These locations include:

  • Veteran’s Park
  • South Wood County Park
  • Cera Park
  • Nepco Park
  • Washington Field
  • BMX Track
  • Castle Rock Campground
  • Petenwell Campground

To connect at these locations, from your device’s Wi-Fi settings, choose the Solarus.Guest network. When prompted, choose Join Network. You will not be asked for a password. Usage is unlimited.


MARCH 16: MESSAGE FROM THE GENERAL MANAGER

As our community continues to mobilize to slow the spread of COVID-19, the well-being of our customers, staff and all of our friends and neighbors has become our top priority. That being said, we recognize that our service is even more critical to the many homes, businesses, healthcare facilities and community institutions that we serve. We stand committed to keeping you connected and wanted to make you aware of the steps we’re taking to promote community health as well as your service continuity.

CUSTOMER SERVICE CHANGES

Beginning Tuesday, March 17th, we will temporarily suspend all in-person customer service activities. While all facets of our business will continue, our office will be closed to the public until further notice.

Order Service: If you wish to order service, you may do so by visiting solarus.net or contacting our customer service team at 715-421-8111 / 920-596-2535 (Manawa). We will do our best to accommodate service installations for as long as it is safe and reasonable for our team to do so. Please be advised we have implemented precautionary pre-install & service questioning to protect both our customers and our technicians.

Payments: We invite you to utilize any of our alternative payment methods:

    • Mail payment
    • Pay online with ebilling
    • Pay with credit card via phone at 715-421-8111 / 920-596-2535 (M)
    • Sign up for automated payments; call 715-421-8111 / 920-596-2535 (M)
    • Deposit payment in the drop slot located on the front of our building
    • Try using one of our remote payment locations (Quality Foods IGA -West Grand Avenue & Baker Drive; US Bank – Adams County Branch; Nekoosa-Port Edwards State Bank – Lakes Area & Market Ave Branches; Farmers and Merchants Bank – Rudolph Branch)

*We will be suspending residential and business non-pay disconnect processes and waiving standard late fees for 60 days.

Technical Support: For service related questions or support, you may contact us 24/7 at 715-421-6085 / 920-596-2550 (M), chat with us or email us.

YOUR SOLARUS INTERNET – WE’VE GOT THE SPEED YOU NEED

As a Solarus customer, your Internet usage is always unlimited and will never be constrained by data caps.

Our fiber-connected homes enjoy equal upload and download speeds – ideal for online education and work-from-home scenarios. Please contact us if you’d like to upgrade your Internet speed or discuss any changes to your account. 715-421-8111 / 920-596-2535 (M).

LIFELINE SERVICE FOR INCOME ELIGIBLE HOUSEHOLDS

The Solarus Lifeline program offers income-eligible households essential phone or Internet service at a significantly reduced price. You may qualify if yours is a low-income household, or you receive support under a number of state or federal programs. For more information or to determine eligibility, please contact us at 715-421-8111 / 920-596-2535 (M).

As a company, we are proud to serve this community and will do our best to balance your needs with the well-being of all our customers and staff. As always, we thank you for choosing Solarus. Locally Owned. Locally Invested.

 

Be well,

Justin Huebner, General Manager and CEO