Last summer, we launched our same-day repair initiative—an ambitious effort to increase responsiveness and ensure that customers aren’t left without service when they need it most. We sat down with Tom Novotney, VP of Field Operations, to learn what same-day repair means, how it works and why it’s a pretty big deal.
Q: What exactly is same-day repair?
A: Same-day repair means that when something goes wrong with your fiber internet, we make it a top priority to get it fixed that very same day—no waiting for days or juggling long appointment windows. To make that possible, we’ve made some important changes behind the scenes. Each day, we set aside a portion of our technicians’ schedules specifically for repair needs that come up unexpectedly. That way, when a customer calls with an issue, we don’t have to scramble or push them to the next day—we already have time reserved to help. Our IT systems and scheduling tools play a huge role in this, allowing us to see technician availability in real-time and confidently dispatch someone to your home or business that day. It’s a careful balance of planning and responsiveness, but the end result is a faster, more reliable repair experience for our customers.
Q: What kinds of issues qualify for same-day repair?
A: Same-day repair covers service-impacting issues that we can’t resolve remotely. This includes things like fiber cuts, significant speed loss, frequent disconnections or a malfunctioning ONT (Optical Network Terminal). If the problem is urgent, clearly impacting your service and happens during regular business hours, we’ll do our best to get a technician to your home that same day—at no extra charge. Non-urgent repairs or cosmetic concerns may be scheduled for a future date based on availability. I should also mention that same-day repair is currently available in the majority of our footprint, and we’re working to expand this service to our customers who live in more remote areas.
Q: Is this service available to both residential and business customers?
A: Absolutely. Same-day repair is available to both residential and business customers, and we’re doing everything we can to make it available across all our service areas. Our goal is to minimize downtime and keep both homes and businesses running smoothly.
Q: What were the biggest challenges in making same-day repair possible?
A: The biggest challenge, hands down, was the technology. Last August, our IT team rolled out a new data stack that changed the game. It gave us the flexibility and control we needed to reserve technician time, manage it smartly and deliver repairs faster. But the biggest hurdle, and ultimately the most rewarding, was aligning all departments—customer support, field operations, scheduling and engineering—around a single mission: to fix things fast, without cutting corners.
Q: Compared to other internet providers, how do we stack up? Were we behind in offering this?
A: That’s a fair question. I’d say, yes, in some ways we were playing catch-up, ensuring we have the systems in place to enable this type of responsiveness in the field. But we’ve caught up quickly. In fact, I’d argue we’ve now moved into a leadership position in many respects. We’ve built new, smart systems from the ground up with a real focus on flexibility, efficiency and customer responsiveness. What’s important is that we didn’t just try to match what others were doing—we looked at how we could do it better.
Q: Big picture, what does offering same-day repair say about us as a company?
A: It shows that we’re serious about delivering a refreshingly great customer experience. In today’s world, internet service is as essential as electricity. When it’s down, you can’t work, stream, shop or connect. Offering same-day service puts us in that category of providers that treat internet access like a basic need—because it is. People expect immediacy. You can order something online and have it by the afternoon. Why shouldn’t your internet provider be just as responsive when something breaks? That’s the standard we’re holding ourselves to.
Q: Since rolling out same-day repair, have you heard any standout customer stories or reactions?
A: One that stuck with me was a customer who said, “I didn’t even know this was possible. I thought I’d be waiting for days.” That kind of reaction tells us we’re doing something meaningful. It’s not just a better process—it’s a better experience.
Same-day repair is more than just a new service—it’s a reflection of our commitment to doing right by our customers. By combining smarter systems, dedicated teams and a whole lot of hustle, we’re making fast, reliable, same-day repair service a reality.
