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1. Construction has finished outside my home, but I don’t have service. What happens next, when can I subscribe?

Following the first phase of construction, there will be another team that comes in and completes splicing to homes.  After splicing in your area has been complete, Charter/Spectrum will begin to make contact and residents will be able to schedule install services.  

2. Is there financial assistance available if I can’t afford Broadband services?

Yes, Spectrum/Charter has a program offered called “Spectrum Assist” and the Emergency Broadband Benefit Program is available through the Federal Communications Commission.  Follow the links below to verify if your household is qualified.    

Spectrum Assist

USAC Emergency Broadband Benefit Program

Please contact Senior Administrative Analyst Randah Gaitan with the City Manager’s Office with additional questions at 757-514-4013.

3. Am I eligible for connection if my residence is far from the roadway?

The City is working closely with Charter/Spectrum to make accommodations for residences that are a distance from the paved roadway.  Certain funding sources require that all residences in the area be covered, no matter the distance from the roadway, while other funding sources only allot for 1,500 feet from the roadway.  

 

 Please contact Senior Administrative Analyst Randah Gaitan with the City Manager’s Office with additional questions at 757-514-4013.

4. When will I actually get service to my home?

CARES Project – Construction was completed on January 1, 2022.  All citizens who were covered by this project's scope are live and receiving services.   

RDOF Project – Construction is underway and customers in Phase 1 of the project will be released within a matter of weeks from August 15, 2022.  

VATI Project – Construction is underway, with a start date of July 8, 2022.  The first 107 address points will be released within a matter of weeks from August 15, 2022.  

Please contact Senior Administrative Analyst Randah Gaitan with the City Manager’s Office with additional questions at 757-514-4013.

5. How can I stay informed if I don’t currently have internet access?

You can follow the City's social media sites, where the City will update broadband initiatives periodically.  

You can stream all public meetings held by the City on our website or on the City’s YouTube Channel by following these two links: 

 

City of Suffolk Streaming Media Archive

City of Suffolk YouTube Channel

Please contact Senior Administrative Analyst Randah Gaitan with the City Manager’s Office with additional questions at 757-514-4013.

6. Do I have to subscribe to Charter Communications/Spectrum services once my residence/business has the ability?

No, you do not have to subscribe to Charter/Spectrum’s services. It is recommended that you allow your residence to be connected, as there may be future issues and costs associated with obtaining service at a later date should you change your mind, sell your home, etc.  

7. Who do I call if my telephone line has been disturbed?

Please contact Randah Gaitan, at 757-214-2541.  

8. There are people working on the roadway and are not following traffic safety standards. Who do I call to have this addressed?

The following contacts should be made aware of any safety concerns, if able, please provide photos to any of the email addresses:

Randah Gaitan - 757-514-4013 or rgaitan@suffolkva.us  

Trevis Etheridge, Charter Communications - Trevis.Etheridge@charter.com