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Frontier Networks Trouble Reporting
Frontier Networks Inc. provides technical support 7/24/365. When you call the Networks Operations Center (NOC), we will answer your call with one of our trained Technical Service Representatives. They will document the problem, provide you with a ticket number, and escalate the issue to the appropriate department for resolution.
Ticket Reporting and Priority Definition
Need to report a service issue?
Contact support via email, phone or MyPortal
When placing a call, please provide the following information:
- Company
- Callback contact name and phone number
- Service type Broadband, Colocation, Voice, IT Support / Cloud Server
- Description of problem
- Ticket number, if escalating a problem
Your network connection is down.
Critical impact to the business operations due to network degradation.
Response Objective: Acknowledgement and Ticket Creation is 30 minutes with a resolution objective of 4 hours.
Frontier and the customer will commit necessary resources around the clock to resolve the issue. Please send all supporting technical documentation (pings, trace routes, router configurations, etc.) to [email protected].
Business operational performance of the network is impaired while most business operations remain functional.
Customer requires information or assistance on Frontier network capabilities, installation, or configuration.
There is clearly minimal or no impact to the customer’s business operation.
Response Objectives: Same or Next Business Day
Frontier and the customer are willing to provide resources during normal business hours to restore service to satisfactory levels or to provide information or assistance as requested.
Your request to [email protected] will be assigned to a Network Technician and you will be contacted via email upon completion of your request.
This is a multi-task request that is defined by us as a ‘project’.
This means there are multiple parties that may be required to complete this task. Example would be interfacing back to you, members of your team to identify detailed scope of work. Other examples include third party vendor involvement.
Response Objectives: Defined by the PMO / Network Technician
A Priority 3 may be assigned to our Project Management Office (PMO) and may be tracked as a project or work order by them vs. a support ticket.
Alternatively, this required work request may be scheduled by our NOC Network Technician at a service interval that could exceed what is listed above as a Priority 1 and Priority 2.
Networks Operation Centre (NOC) Emergency Escalation Protocol:
For any of the above, you can view your ticket online for updates.
We welcome you at any point to feel free to escalate to us for a status report independent to this online update. It is here that you can assert greater urgency to a reported ticket if required.
Please note, for general billing inquiries please use following: 1-866-833-2323 Ext. 3 or by email to [email protected]
Call 1-866-833-2323[email protected]
