Customers

Trouble Reporting

Trouble Reporting

When reporting a trouble to Telecom One’s Customer Care team at 1-800-391-1551, please have the following information available:

Dedicated Circuits for Local, Long Distance or 8XX

  • Circuit ID number
  • If traffic can be rerouted, do calls complete over the other carrier?
  • Call examples provided with the following info:
    • Date and time of call (must be within past 24 hours)
    • Originating number (Called-from number)
    • Terminating number (Called-to number)
    • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)
    • The recording received, if any, including the trailer (end) message.


Dedicated Circuits for Private Line or Dedicated Internet Access

  • Circuit ID number
  • Detailed description of trouble being reported, including circuit state and any alarm conditions.


Switched Outbound (1+) Long Distance

  • Results of the 700 test (Dial 1-700-555-1212, then listen for carrier)
  • Do other calls complete using the 1010xxx dial around?
  • Call examples provided with the following info:
    • Date and time of call (must be within past 24 hours)
    • Originating ANI (Called-from number)
    • Terminating ANI (Called-to number)
    • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)
    • The recording received, if any, including the trailer (end) message.


Switched Inbound (8XX) Toll-Free

  • Does the Ring-To Number work when dialed directly?
  • Are there special features on the 8xx number (i.e., area code blocking, area code routing, time of day routing, etc.)?
  • Call examples provided with the following info:
    • Date and time of call (must be within past 24 hours)
    • Originating ANI (Called-from number)
    • Terminating ANI (Called-to number)
    • Detailed description of trouble being reported (i.e., fast busy, dead air, static, noise, etc.)

The recording received, if any, including the trailer (end) message.