Wholesale Customer Service Repair Escalation List for Residence, Small Business, Medium-Large Business, and Wholesale - V16.0
| Repair Contacts | Mass Market Repair Center | Enterprise Repair Center | |
| POTS Lines | DS0 2- Wire Non-Loaded and Analog Loops | DS1/DS3 Products | |
| Initial Trouble Report |
800-223-7881
VRU Option 1 then continue to follow the VRU menu. |
800-223-7881
VRU Option 4 then continue to follow the VRU menu. or Utilize Electronic Bonding which is the preferred & most effective method. |
Follow the escalation matrix for Local ILEC Services - Electrical/Optical/DWDM
Enterprise and Wholesale Repair Escalation Matrix |
|
Status: Status gives information on the progress of the ticket submitted. |
800-223-7881
VRU Option 1 then continue to follow the VRU menu. |
800-223-7881
VRU Option 4 then continue to follow the VRU menu. or Utilize Electronic Bonding which is the preferred & most effective method. |
Follow the escalation matrix for Local ILEC Services - Electrical/Optical/DWDM
Enterprise and Wholesale Repair Escalation Matrix |
For all Levels of Escalation please include the following:
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Escalations: Level I
Level one escalation will be directed to and handled by a center technician. |
800-223-7881
VRU Option 1 then continue to follow the VRU menu. |
800-223-7881
VRU Option 4 then continue to follow the VRU menu. or Utilize Electronic Bonding which is the preferred & most effective method. |
Follow the escalation matrix for Local ILEC Services - Electrical/Optical/DWDM
Enterprise and Wholesale Repair Escalation Matrix |
|
Escalations: Level II
Level two escalations will be directed to a center technician and will be referred to the appropriate Line/Center Supervisor if requested. |
800-223-7881
VRU Option 1 then continue to follow the VRU menu. |
800-223-7881
VRU Option 4 then continue to follow the VRU menu. or Utilize Electronic Bonding which is the preferred & most effective method. |
Follow the escalation matrix for Local ILEC Services - Electrical/Optical/DWDM
Enterprise and Wholesale Repair Escalation Matrix |
|
Escalations: Level III
Level three escalations will be directed to a center technician and will be referred to the appropriate Line/Center Manager if requested. |
800-223-7881
VRU Option 1 then continue to follow the VRU menu. |
800-223-7881
VRU Option 4 then continue to follow the VRU menu. or Utilize Electronic Bonding which is the preferred & most effective method. |
Follow the escalation matrix for Local ILEC Services - Electrical/Optical/DWDM
Enterprise and Wholesale Repair Escalation Matrix |
|
Escalations: Level IV
Level four escalations should be directed to a center technician and will be referred to the appropriate Line/Center Director if requested. |
800-223-7881
VRU Option 1 then continue to follow the VRU menu. |
800-223-7881
VRU Option 4 then continue to follow the VRU menu. or Utilize Electronic Bonding which is the preferred & most effective method. |
Follow the escalation matrix for Local ILEC Services - Electrical/Optical/DWDM
Enterprise and Wholesale Repair Escalation Matrix |
|
Escalations: Level V
Level five escalations should be directed to a center technician and will be referred to the appropriate Line/Center Vice President if requested. |
800-223-7881
VRU Option 1 then continue to follow the VRU menu. |
800-223-7881
VRU Option 4 then continue to follow the VRU menu. or Utilize Electronic Bonding which is the preferred & most effective method. |
Follow the escalation matrix for Local ILEC Services - Electrical/Optical/DWDM
Enterprise and Wholesale Repair Escalation Matrix |
| REPAIR NUMBER | Information to Provide | ||
| Initial Trouble Report | 911 TRUNKS | 800-357-0911 | Circuit ID or 2/6 code |
| Telecommunications Service Priority (TSP) | 800-223-7881 |
Telephone Number (Non-Designed),
Circuit ID or 2/6 Code (Designed) Telecommunications Service Priority (TSP) Code |
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Last Update: February 27, 2023