Some New Yorkers Are Losing Internet, Months After Providers Pledged To Stop Shutoffs

New Yorkers are still reporting that their internet is being shut off, despite providers pledging not to do so during the COVID-19 pandemic.

Katelyn Hertel, who volunteers with a mutual aid fund for residents of Sunnyside and Woodside in Queens, says it's been a struggle to get people reconnected because customer service lines are overwhelmed.

"If they want to fight back or they have questions or they simply need to know, 'Okay, I have the money, how can I get it to you,' they can't even call to get their service turned back on," said Hertel.

She says many of the people asking the fund for help with internet bills are parents whose children need it for remote learning and people who are looking for work after being laid off due to the pandemic.

New York Congressman Adriano Espaillat also says he's heard from several constituents whose service has been cut off in recent weeks, including senior citizens and parents whose kids need the internet for school.

"I think a lot of this stuff is automatic, they have an automatic system that does that, and I don't think they have adjusted that," said Espaillat.

Espaillat is calling on New York's four major telecommunications companies — Verizon, AT&T, Charter-Spectrum and Optimum/Altice — to suspend all service shutoffs and institute long-term payment plans instead. Representatives for all four say they won't cut off service for nonpayment through the end of June.