We’re excited to introduce our new version of the Better Connections newsletter to keep you informed with the latest updates from Summit Broadband. In each edition, you’ll hear directly from our leadership team, starting with our EVP of Operations, Ernie Hoffmann, and EVP of Residential Services, Tyler Wallis. This new series will offer you insights into the exciting work we’re doing to enhance your service and experience with us.

In addition, we’re launching a Suggestion Box – a space for you to share feedback, ideas, and suggestions on how we can better meet your digital needs. Our leadership team will review your submissions periodically, ensuring your voice is heard as we continue to improve and innovate.

We’re looking forward to keeping you informed and engaged as we work to bring you even better service and reliability. Thank you for your continued trust and support!

Warm Regards,

Kurt Van Wagenen
Chief Executive Officer, Summit Broadband

As we reflect on 2024, I want to take a moment to thank you for trusting Summit Broadband with your service. This past year, we focused on growth, innovation, and resilience to provide you with the exceptional reliability you deserve.

We know how important reliable service is—whether you’re working remotely, streaming, or staying connected with loved ones. That’s why we made significant investments in our technology, infrastructure, and team to meet your needs, both today and in the future.

2024: A Year of Network Transformation

We’ve made several upgrades to our network to keep pace with increasing demands:

• Core Network – Upgraded to 400 Gbps to ensure robust bandwidth for streaming, gaming, and smart home devices.
• Internet Enhancements – Added redundant access points for more stable, reliable internet and upgraded backend equipment for faster speeds and reduced latency.
• Video Improvements – Increased video server redundancy to enhance your viewing experience.
• Smarter Software – Implemented advanced monitoring and improved dispatch software for faster service.

Investing in Our People

Technology is crucial, but it’s our people who make the difference. In 2024, we:

• Expanded our team with more skilled technicians to improve response times.
• Organized regional teams with local experts focused on your specific needs.
• Strengthened communication and coordination, speeding up issue resolution.

Hurricane Milton: Proving Our Network’s Strength

Hurricane Milton tested our network’s resilience. Despite power outages across major Florida cities, our core network remained operational. Usage increased by 20% the week after the storm, showing how essential our service is. We gained over 100 new customers during this time, demonstrating that Summit Broadband is a provider you can count on.

Looking Ahead

As we move into 2025, we will continue to invest in technology and infrastructure to meet your connected life’s growing demands. Thank you for trusting us to keep you connected. We look forward to continuing to provide reliable, future-ready service.

We are pleased to announce our Customer Care team is now routinely reporting that over 90% of calls are being answered in 30 seconds or less as we have expanded our staffing. We are confident that our dedicated team is prepared to quickly answer your calls and address any questions you may have regarding your Summit Broadband services.

In our effort to better assist you, we also provide multiple ways to reach our Customer Care team, including the following:

• Live Chat – Click the chat icon on our website at summitbb.com for real-time assistance.
• Email – Send us a detailed message at care@asksbb.com.
• Facebook Messenger – Reach out to us through our Facebook page for support.

No matter how you prefer to communicate, our goal is to make your interaction with Summit Broadband, quick and easy.

For customers who will be leaving their Florida home for the summer, here are a few tips to make your transition easier:

• Surge Protectors – Summer in Florida is thunderstorm season, and these storms are frequently followed by power surges and outages. To protect all your electronics, including your Summit Broadband equipment, we recommend you plug your devices into a surge protector.
• Seasonal Hold – Instead of disconnecting your Summit Broadband services, try our seasonal hold program. For only $8 per month, you can avoid returning your equipment and having to schedule a new install when you return.
• Returned Equipment – For customers who are not returning to their Florida home and will need to return equipment, Summit Broadband offers a return shipping option. We can provide a QR code that you can take to any FedEx/Kinko’s location, where they will package your equipment and return it to us at no cost to you.

Wherever your travels take you this season, we wish you the best and look forward to serving you upon your return to Florida!

WE WANT TO HEAR FROM YOU!