At United Communications, caring for our customers always comes first. That reputation is one of the main reasons I applied to become a technician nearly a decade ago. As a Lewisburg native, I knew United treated people with respect and went the extra mile. I wanted to be a part of a team that provided exceptional internet service and cared about the people behind every connection.
Since then, our company has quadrupled in size and now serves nearly 45,000 customers. Even with our exponential growth, our commitment to personalized service remains unchanged.
In my role as senior installation and repair supervisor, I work alongside an incredible team of technicians. Every day, they’re out in the field setting up connections, solving problems, and offering the kind of neighborly support that makes United different. I hear stories from our team almost every week that remind me why our work matters, and I wanted to share a few of my favorites. These stories from the past two years capture the care and commitment our team brings to each job:
1. A Phone and A Favor
One of our technicians recently visited a customer whose cordless phone stopped working. Normally, this is an easy fix, but her situation made it more complicated. The customer’s daughter was recovering from major surgery and couldn’t assist her mom. With no one else nearby, the customer asked the technician if he might be willing to pick up a replacement phone for her.
The technician called his supervisor to explain the situation and obtain approval. The local dollar store was his first stop, but they no longer carried phones, so he headed to Walmart instead.
There, he found the exact model she requested—plus an added bonus. The phone came with an extra base that could be set up in her bedroom.
When he brought the phones back and explained the upgrade, the customer was thrilled. She was grateful for the fix and for the thoughtfulness behind it. The technician reminded her that at United, our customers are our neighbors, and neighbors take care of each other.
2. Rewiring Hope
Another story comes from technician Tracy Damron. He was called to help a customer with a phone and internet service outage. After some investigation, he discovered the problem: both sets of wires on the side of the home were cut, with little slack to reconnect them.
It was not an easy job. The home was under renovation, with wires, studs, new wallboard, and insulation everywhere. For nearly four hours, Tracy worked alone as the daylight faded, carefully rewiring what remained of the line and successfully restoring internet service.
By then, it was late in the evening, but Tracy promised to return the next day and to bring additional help with him. Two other team members connected the phone lines more efficiently to prevent the problem from happening again.
The customer praised Tracy’s professionalism and positive spirit throughout the process. Even after two long days, he remained kind, cheerful, and committed to the task. That kind of focus leaves a lasting impression, and it exemplifies the service we strive to provide every day.
3. Honesty That Builds Lasting Trust
Not every customer story includes a complex repair or a dramatic moment. Sometimes it’s about showing dedication to discovering the cause of a problem and finding a long-term solution.
Last year, a Williamson County customer called to report slow internet speeds. A simple reset resolved the issue, but our support specialist wanted to conduct a more detailed assessment. She sent a field technician to the home, and he found a damaged fiber optic cable that could lead to more outages in the future.
When sharing this story, our customer explained how refreshing it was to see honesty and transparency in action. Fixing the problem was important, but what stood out was the technician’s decision to go beyond a quick fix to make sure the issue was fully resolved.
4. Connecting Families for Christmas
Our commitment doesn’t stop when the holidays roll around. In fact, some of our most memorable moments happen when families need us most.
Last Christmas Eve, our network operations team was connecting fiber in a new service area. Unfortunately, there were major delays with fiber delivery. The easy choice was to wait until after the holiday, but the team couldn’t stand the thought of families being without internet for Christmas.
Instead, they worked the phones, coordinated with vendors, and solved problems in real time. Their persistence paid off, and all the families in that area were online by Christmas morning.
That commitment comes from a team that truly cares about the people they serve.
At United Communications, Every Connection Is Personal
These stories all reflect the mission and purpose of United Communications. We’re more than an internet provider; we’re a team of neighbors committed to helping our community stay connected.
I’m proud to be part of this team, and I’m proud of the way we continue to grow without losing sight of what matters most: people.
Want to hear more real customer experiences? Explore our testimonials and customer spotlights to see how United is making a difference every day.
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Author Bio:
Austin Thompson
Senior Installation and Repair Supervisor
Austin Thompson started at United Communications in 2017 as a field technician and worked his way up to senior installation and repair supervisor in May 2025. In his role, he manages scheduling for both internal technicians and contractors, oversees training and quality assurance, and coordinates United’s apprenticeship program. Austin also leads facilities planning, coordinating all the work needed when new service orders are placed. A proud Lewisburg native, he and his family still call the city home.