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Poor Americans Face Hurdles in Getting Promised Internet Poor Americans Face Hurdles in Getting Promised Internet
(12 days later)
The people behind a nonprofit that helps workers at the famed Churchill Downs racetrack in Louisville, Ky., had spotted a great opportunity.The people behind a nonprofit that helps workers at the famed Churchill Downs racetrack in Louisville, Ky., had spotted a great opportunity.
With the city’s schools closed because of the coronavirus, some of the workers at the racetrack needed fast internet access for their children. And Charter, an internet provider in the area, was offering two free months of service to any household with a student or a teacher.With the city’s schools closed because of the coronavirus, some of the workers at the racetrack needed fast internet access for their children. And Charter, an internet provider in the area, was offering two free months of service to any household with a student or a teacher.
One by one, the nonprofit helped sign up families — more than 30 in total.One by one, the nonprofit helped sign up families — more than 30 in total.
Then the bills started showing up.Then the bills started showing up.
One family that had signed up got a notice in the mail that it owed $120. Another saw a debt appear in its account on the Charter website. Another family got a notice that it owed roughly $75, including for phone service it didn’t get.One family that had signed up got a notice in the mail that it owed $120. Another saw a debt appear in its account on the Charter website. Another family got a notice that it owed roughly $75, including for phone service it didn’t get.
“This is a fear for our families,” said Isai Sanchez, 22, the youth program coordinator at the nonprofit, the Backside Learning Center. “Like, ‘How am I supposed to pay $120 right now for a service that I can’t afford?’”“This is a fear for our families,” said Isai Sanchez, 22, the youth program coordinator at the nonprofit, the Backside Learning Center. “Like, ‘How am I supposed to pay $120 right now for a service that I can’t afford?’”
One of Mr. Sanchez’s colleagues called Charter, which provides service under the Spectrum brand name, to ask about some of the surprise charges. The company eventually cleared some of the bills, blaming a miscommunication.One of Mr. Sanchez’s colleagues called Charter, which provides service under the Spectrum brand name, to ask about some of the surprise charges. The company eventually cleared some of the bills, blaming a miscommunication.
Internet providers like Charter and Comcast have introduced offers of free and low-cost internet with great fanfare in the last several weeks. The companies have said they want to help connect poor Americans during a pandemic that has shifted much of life online. Schools and community organizations have aggressively promoted the offers. Scores of customers have tried to sign up.Internet providers like Charter and Comcast have introduced offers of free and low-cost internet with great fanfare in the last several weeks. The companies have said they want to help connect poor Americans during a pandemic that has shifted much of life online. Schools and community organizations have aggressively promoted the offers. Scores of customers have tried to sign up.
But people signing up for the programs have encountered unexpected difficulties and roadblocks, according to interviews with people who have tried to sign up or who have helped them. Their stories highlight the way that the pandemic has stretched the gap between Americans who have easy access to the internet and those who do not, cutting the latter group off from venues for learning, work and play.But people signing up for the programs have encountered unexpected difficulties and roadblocks, according to interviews with people who have tried to sign up or who have helped them. Their stories highlight the way that the pandemic has stretched the gap between Americans who have easy access to the internet and those who do not, cutting the latter group off from venues for learning, work and play.
The benefits and rules of the offers vary widely, so a customer may not qualify for free service while someone in identical circumstances elsewhere in the country can sign up. Sometimes, people must endure hourslong waits on the phone to sign up, which can lead some to give up before they ever talk to a customer service agent. Others have been deterred by language barriers or are wary of requests for identification.The benefits and rules of the offers vary widely, so a customer may not qualify for free service while someone in identical circumstances elsewhere in the country can sign up. Sometimes, people must endure hourslong waits on the phone to sign up, which can lead some to give up before they ever talk to a customer service agent. Others have been deterred by language barriers or are wary of requests for identification.
Several large broadband companies, including Comcast, Charter and Altice, which operates Suddenlink and Optimum, initially said a household could not sign up if it had an unpaid bill for earlier service. They pulled back that requirement when reporters and politicians questioned it.Several large broadband companies, including Comcast, Charter and Altice, which operates Suddenlink and Optimum, initially said a household could not sign up if it had an unpaid bill for earlier service. They pulled back that requirement when reporters and politicians questioned it.
“We need a more stable solution that doesn’t have all the gaps in eligibility and delivery that these free and reduced offers provide us,” said Angela Siefer, the executive director of the National Digital Inclusion Alliance. Ms. Siefer supports a federal subsidy that would go directly to consumers to pay for home broadband.“We need a more stable solution that doesn’t have all the gaps in eligibility and delivery that these free and reduced offers provide us,” said Angela Siefer, the executive director of the National Digital Inclusion Alliance. Ms. Siefer supports a federal subsidy that would go directly to consumers to pay for home broadband.
Rich Ruggiero, a Charter spokesman, said the company had moved quickly to offer solid connectivity to Americans who did not have it. In March, 119,000 households signed up for its offer of 60 days of free service to teachers and students, the company reported. Mr. Ruggiero said the company expected as many as 400,000 new families to sign up by the end of June.Rich Ruggiero, a Charter spokesman, said the company had moved quickly to offer solid connectivity to Americans who did not have it. In March, 119,000 households signed up for its offer of 60 days of free service to teachers and students, the company reported. Mr. Ruggiero said the company expected as many as 400,000 new families to sign up by the end of June.
Charter has worked around the clock to handle the interest in new and discounted services, Mr. Ruggiero said, “as a way to help connect these families quickly and safely during this challenging time.” He said he couldn’t speculate about the situation in Louisville.Charter has worked around the clock to handle the interest in new and discounted services, Mr. Ruggiero said, “as a way to help connect these families quickly and safely during this challenging time.” He said he couldn’t speculate about the situation in Louisville.
A Comcast spokesman, Charlie Douglas, said the company had “the nation’s largest and most comprehensive broadband adoption program for low-income Americans.”A Comcast spokesman, Charlie Douglas, said the company had “the nation’s largest and most comprehensive broadband adoption program for low-income Americans.”
“We’ve been working on the challenge of tackling the digital divide” for nearly a decade, he said.“We’ve been working on the challenge of tackling the digital divide” for nearly a decade, he said.
Customers are often left scrambling to figure out what offers are available for them. Charter’s program, for example, is aimed at students and teachers, while Comcast, the country’s largest internet provider, is offering free service to a variety of low-income groups, including those with subsidized housing or a veteran’s pension.Customers are often left scrambling to figure out what offers are available for them. Charter’s program, for example, is aimed at students and teachers, while Comcast, the country’s largest internet provider, is offering free service to a variety of low-income groups, including those with subsidized housing or a veteran’s pension.
In addition, the companies do not serve all parts of the country.In addition, the companies do not serve all parts of the country.
Leah Christen of Fayette, Maine, near Augusta, heard that a cousin who lives an hour away had gotten a deal on internet service from Charter. She started making calls to find out if she could, too.Leah Christen of Fayette, Maine, near Augusta, heard that a cousin who lives an hour away had gotten a deal on internet service from Charter. She started making calls to find out if she could, too.
Last year, Ms. Christen, 36, broke a disc in her back, which made it impossible to go back to her job as a technician in a nursing home. With an infant daughter at home, she started to take classes at a community college to become a certified medical assistant.Last year, Ms. Christen, 36, broke a disc in her back, which made it impossible to go back to her job as a technician in a nursing home. With an infant daughter at home, she started to take classes at a community college to become a certified medical assistant.
Ms. Christen’s training and study groups were being held online, but she had no internet connection at home.Ms. Christen’s training and study groups were being held online, but she had no internet connection at home.
Charter said its service did not reach her home. Then she tried AT&T, which was offering two months of free service during the pandemic. An agent asked for her address, put her on hold for 15 minutes and returned to say the company’s service couldn’t reach her, either. (AT&T does not offer home internet service in Maine.)Charter said its service did not reach her home. Then she tried AT&T, which was offering two months of free service during the pandemic. An agent asked for her address, put her on hold for 15 minutes and returned to say the company’s service couldn’t reach her, either. (AT&T does not offer home internet service in Maine.)
“I’m not in the middle of nowhere,” Ms. Christen said. “I’m a half-hour from our capital, and I can’t get service.”“I’m not in the middle of nowhere,” Ms. Christen said. “I’m a half-hour from our capital, and I can’t get service.”
Some customers have found that no one from the internet providers can speak with them in their primary language. The companies generally offer information about the programs in English and Spanish, posing a problem in places with large immigrant populations, said officials in school districts around the country that have encouraged families to sign up for the deals.Some customers have found that no one from the internet providers can speak with them in their primary language. The companies generally offer information about the programs in English and Spanish, posing a problem in places with large immigrant populations, said officials in school districts around the country that have encouraged families to sign up for the deals.
Updated May 28, 2020
States are reopening bit by bit. This means that more public spaces are available for use and more and more businesses are being allowed to open again. The federal government is largely leaving the decision up to states, and some state leaders are leaving the decision up to local authorities. Even if you aren’t being told to stay at home, it’s still a good idea to limit trips outside and your interaction with other people.
Touching contaminated objects and then infecting ourselves with the germs is not typically how the virus spreads. But it can happen. A number of studies of flu, rhinovirus, coronavirus and other microbes have shown that respiratory illnesses, including the new coronavirus, can spread by touching contaminated surfaces, particularly in places like day care centers, offices and hospitals. But a long chain of events has to happen for the disease to spread that way. The best way to protect yourself from coronavirus — whether it’s surface transmission or close human contact — is still social distancing, washing your hands, not touching your face and wearing masks.
Common symptoms include fever, a dry cough, fatigue and difficulty breathing or shortness of breath. Some of these symptoms overlap with those of the flu, making detection difficult, but runny noses and stuffy sinuses are less common. The C.D.C. has also added chills, muscle pain, sore throat, headache and a new loss of the sense of taste or smell as symptoms to look out for. Most people fall ill five to seven days after exposure, but symptoms may appear in as few as two days or as many as 14 days.
If air travel is unavoidable, there are some steps you can take to protect yourself. Most important: Wash your hands often, and stop touching your face. If possible, choose a window seat. A study from Emory University found that during flu season, the safest place to sit on a plane is by a window, as people sitting in window seats had less contact with potentially sick people. Disinfect hard surfaces. When you get to your seat and your hands are clean, use disinfecting wipes to clean the hard surfaces at your seat like the head and arm rest, the seatbelt buckle, the remote, screen, seat back pocket and the tray table. If the seat is hard and nonporous or leather or pleather, you can wipe that down, too. (Using wipes on upholstered seats could lead to a wet seat and spreading of germs rather than killing them.)
More than 40 million people — the equivalent of 1 in 4 U.S. workers — have filed for unemployment benefits since the pandemic took hold. One in five who were working in February reported losing a job or being furloughed in March or the beginning of April, data from a Federal Reserve survey released on May 14 showed, and that pain was highly concentrated among low earners. Fully 39 percent of former workers living in a household earning $40,000 or less lost work, compared with 13 percent in those making more than $100,000, a Fed official said.
There is an uptick in people reporting symptoms of chilblains, which are painful red or purple lesions that typically appear in the winter on fingers or toes. The lesions are emerging as yet another symptom of infection with the new coronavirus. Chilblains are caused by inflammation in small blood vessels in reaction to cold or damp conditions, but they are usually common in the coldest winter months. Federal health officials do not include toe lesions in the list of coronavirus symptoms, but some dermatologists are pushing for a change, saying so-called Covid toe should be sufficient grounds for testing.
Yes, but make sure you keep six feet of distance between you and people who don’t live in your home. Even if you just hang out in a park, rather than go for a jog or a walk, getting some fresh air, and hopefully sunshine, is a good idea.
Taking one’s temperature to look for signs of fever is not as easy as it sounds, as “normal” temperature numbers can vary, but generally, keep an eye out for a temperature of 100.5 degrees Fahrenheit or higher. If you don’t have a thermometer (they can be pricey these days), there are other ways to figure out if you have a fever, or are at risk of Covid-19 complications.
The C.D.C. has recommended that all Americans wear cloth masks if they go out in public. This is a shift in federal guidance reflecting new concerns that the coronavirus is being spread by infected people who have no symptoms. Until now, the C.D.C., like the W.H.O., has advised that ordinary people don’t need to wear masks unless they are sick and coughing. Part of the reason was to preserve medical-grade masks for health care workers who desperately need them at a time when they are in continuously short supply. Masks don’t replace hand washing and social distancing.
If you’ve been exposed to the coronavirus or think you have, and have a fever or symptoms like a cough or difficulty breathing, call a doctor. They should give you advice on whether you should be tested, how to get tested, and how to seek medical treatment without potentially infecting or exposing others.
If you’re sick and you think you’ve been exposed to the new coronavirus, the C.D.C. recommends that you call your healthcare provider and explain your symptoms and fears. They will decide if you need to be tested. Keep in mind that there’s a chance — because of a lack of testing kits or because you’re asymptomatic, for instance — you won’t be able to get tested.
Charity Navigator, which evaluates charities using a numbers-based system, has a running list of nonprofits working in communities affected by the outbreak. You can give blood through the American Red Cross, and World Central Kitchen has stepped in to distribute meals in major cities.
Mr. Douglas, the Comcast spokesman, said information about its coronavirus response was available in 27 languages. The company's call centers can use an on-demand translation company to speak to customers, he said.Mr. Douglas, the Comcast spokesman, said information about its coronavirus response was available in 27 languages. The company's call centers can use an on-demand translation company to speak to customers, he said.
But getting through to a person can also be a problem. In Louisville, Mr. Sanchez said he had waited on hold for six hours when trying to sign up one family. Marlon Styles, the superintendent of the Middletown City School District near Dayton, Ohio, said demand for the free service was “significantly higher than the capacity of our providers.”But getting through to a person can also be a problem. In Louisville, Mr. Sanchez said he had waited on hold for six hours when trying to sign up one family. Marlon Styles, the superintendent of the Middletown City School District near Dayton, Ohio, said demand for the free service was “significantly higher than the capacity of our providers.”
What happens after a free service offer ends can be another source of confusion.What happens after a free service offer ends can be another source of confusion.
Kimberlyn Barton, a part-time student at the University of Texas in Austin whose classes moved online, spent a recent week looking for affordable broadband service before she moves into a new apartment.Kimberlyn Barton, a part-time student at the University of Texas in Austin whose classes moved online, spent a recent week looking for affordable broadband service before she moves into a new apartment.
Ms. Barton, 36, is eligible for a federal broadband subsidy for low-income people and received emergency funding from the university to help pay for internet. When she called Charter, which services her new apartment, an agent told her about the company’s offer for students. But then the agent said the monthly cost would be $49 for the nine months after the offer ended and eventually go as high as $69, more than Ms. Barton was able to pay.Ms. Barton, 36, is eligible for a federal broadband subsidy for low-income people and received emergency funding from the university to help pay for internet. When she called Charter, which services her new apartment, an agent told her about the company’s offer for students. But then the agent said the monthly cost would be $49 for the nine months after the offer ended and eventually go as high as $69, more than Ms. Barton was able to pay.
Mr. Ruggiero, the Charter spokesman, said that in addition to its internet service that starts at $49.99 a month, Charter offered a low-cost plan to people on certain forms of public assistance.Mr. Ruggiero, the Charter spokesman, said that in addition to its internet service that starts at $49.99 a month, Charter offered a low-cost plan to people on certain forms of public assistance.
Ms. Barton expected to go with a cheaper AT&T plan.Ms. Barton expected to go with a cheaper AT&T plan.
When customers do get service, it can change the way they are able to work and their children are able to learn during the pandemic.When customers do get service, it can change the way they are able to work and their children are able to learn during the pandemic.
With that in mind, Mr. Sanchez, the youth mentor in Louisville, has spent recent weeks teaching himself to refurbish old laptops and distribute them to the children of workers.With that in mind, Mr. Sanchez, the youth mentor in Louisville, has spent recent weeks teaching himself to refurbish old laptops and distribute them to the children of workers.
Some of the families the center has signed up for internet service have used it to fill out their census forms.Some of the families the center has signed up for internet service have used it to fill out their census forms.
Students have logged on to do their work “rather than wait to go to school, get on the bus, go to the library,” Mr. Sanchez said. “And since libraries are closed, it’s like, where else can you go?”Students have logged on to do their work “rather than wait to go to school, get on the bus, go to the library,” Mr. Sanchez said. “And since libraries are closed, it’s like, where else can you go?”