Midco® Announces Customer Commitment

May 1, 2025 – Sioux Falls, SD: Today, Midco is proud to unveil its 12-point Customer Commitment, outlining its high standards for network reliability, price transparency, customer service and more. 

“The Midco Customer Commitment is more than a list of promises,” said Midco President and Chief Operating Officer Ben Dold. “It’s a reflection of the culture we have built across more than nine decades of trustworthy service. Thanks to the hard work and dedication of our team members, we will continue to deliver on these commitments for many more years to come.”

The Midco Customer Commitment includes: 

1. Network Reliability: Receive reliable, trustworthy home or business services with greater than 99.9% average fiber network uptime. If you have a service-impacting event, our team is committed to getting you back up and running as quickly as possible.   
2. No Hidden Fees: What you see is what you get without extra or undefined fees.  
3. No Data Caps: Use as much data as you need without any limits.  
4. No Contracts: Enjoy our services without being tied down by contracts.   
5. Contract Buyout: We'll share the cost to help you get out of your current contract.  
6. First-Time Right Professionals: Our service and maintenance technicians are first-time right certified, meaning your services are installed or repaired right the first time. If you face any further service-impacting issues, we’ll return within 24 hours at no cost to you.  
7. Same-Day Repairs: Our technicians are ready for same-day repairs seven days a week. If repairs continue into the next day, we'll be back within 15 hours, all at no cost to you.¹   
8. Flexible Appointments: Instead of waiting for hours, choose a precise 15-minute timeslot option to fit seamlessly into your busy schedule.    
9. Easy Installation and Setup: Whether you prefer the convenience of setting services up yourself or the assurance of having a professional handle it, we're here to support whatever works best for you.² 
10. Service-Impacting Event Communication: If you experience a network outage in your neighborhood, we'll notify you immediately via the Midco Wi-Fi or Midco Business Wi-Fi Pro app and follow up within 15 minutes via web, email, text or My Account. If our team is working on services in your area, you’ll receive at least a two-day advance notice via email and text message with the date, time and impact on services.³  
11. Construction Promise: We work with your community officials to understand all rights-of-way and easements. We'll properly locate all utilities, communicate with property owners before any construction begins, and restore the property to its original state to the best of our ability.   
12. Local Service: We are local. Our customer support and service technician team members live in our service areas. Contact us via live chat, social media, phone, or visit a Customer Experience Center near you.  

Following announcements on beyond gigabit and symmetrical upload/download internet speeds and the development of a future Midco Mobile service, the Customer Commitment launch further positions Midco as the telecommunications provider of choice in the region.

“Through our fiber upgrade investments, our Midco Foundation and sponsorship contributions in the communities we serve, and our unparalleled dedication to service, we have proven to our customers who we are and what Midco can deliver,” Dold said. “Our team members live in the communities we serve, and our friends and neighbors trust us to deliver on these promises every single day.” 

1 Same-day repair may be impacted by location, weather, serviceability and other extenuating circumstances. All no-service repairs will be handled within 24 hours.

2 Professional installation required for business services and/or may be required depending on customer location or service complexity.

3 Eligible customers must turn on app notifications, opt into text and email communication preferences and have a registered My Account to receive all communications. Excludes Midco Wireless Home Internet customers.