Customer Support

Firstlight’s Network Operations Center (NOC) is strategically located in Albany, New York. The NOC monitors, manages, and maintains visibility and control over the network to ensure its operating 24 hours a day, 7 days a week, 365 days a year.

Firstlight’s Customer Repair Centers are located in Portsmouth, New Hampshire, and Victor, New York. Our Repair Centers are located within the footprint of our fiber optic network and provide our customers with critical services. The Customer Repair Centers operate 24 hours a day.

Customer Service & Repair Contact Information

Reporting an Issue

When contacting the Customer Repair Centers, every customer receives a standard trouble ticket number and is provided with updates to individualized best in class service level agreements. At Firstlight, we have an on call process which allows response to a variety of unplanned incidents. Employees live and work within all the areas where we operate and service customers.

Resolution for critical service affecting issues should be initiated by opening a repair ticket by calling our 24 x 7 repair centers. For non-critical requests you may also complete the e-Ticket form below.

When reporting a problem, please provide the following information:

  • Account number
  • Circuit ID Number
  • Main Billing Telephone Number (BTN)
  • Description of trouble
  • Trouble start time
  • Call examples, time of call, call to/from telephone numbers

Customer Support for These Maine Towns:

Maine – in Andover, Bethel, Bryant Pond, Buckfield, Canton, Hebron, Locke Mills, Minot, Newry, North Norway, North Turner, Roxbury Pond, Sumner, Turner, Upton, West Bethel, West Paris, Woodstock.
1-833-673-9911

Customer Repair

Customer Repair provides technical assistance for your home and business. Businesses should contact customer repair for technical support for webhosting, email, data centers, cloud services, voice, internet, data, hosted services, and engineering services for Cisco Infrastructure. Customers calling for their home will obtain support for their internet, DSL, telephone services.

Urgent Requests: 1-833-484-0404
Non-urgent Requests: Repair@firstlight.net

Customer Service

Customer Service will assist you on setting up auto payments, make a payment, billing questions, add/remove services, order status, and general inquiries.

Urgent Requests: 1-888-832-4976
Non-urgent Requests: CustomerService@firstlight.net

Customer Service and Repair number for these Maine towns ONLY:

Maine – in Andover, Bethel, Bryant Pond, Buckfield, Canton, Hebron, Locke Mills, Minot, Newry, North Norway, North Turner, Roxbury Pond, Sumner, Turner, Upton, West Bethel, West Paris, Woodstock 1-833-673-9911
Email ON-custsrvc@firstlight.net

Planning to dig?

Locate underground fiber optic cables at Dig Safe® 1-888-344-7233 -or- 811

Support Regarding Recent Sovernet Email Migration

FirstLight migrated its legacy Sovernet email system to a new platform on June 4, 2019. For a detailed list of FAQs regarding the migration, visit https://www.firstlight.net/sovernet-email-faqs/. For information on logging into the new SmarterMail system, download this helpful document: https://www.firstlight.net/wp-content/uploads/2019/05/SmarterMail-Help-Document-5-23-19.pdf.
If assistance is still needed, you can reach Technical Support at 833-484-0404.

For a non-critical issue, you can also file a Support e-Ticket by completing the form below:

“FirstLight’s general service, tech support and its installation services have been nothing short of top notch, we couldn’t ask for a better service provider for our data needs!”— Langrock Sperry & Wool, LLP

“All of our needs were met quickly and completely by the FirstLight team; making this upgrade seamless.”— AMRI

“With FirstLight’s help, we were able to once again enhance our network’s capacity and reliability.”— AMRI

“Because of its responsiveness and adaptability to our needs, FirstLight has been a trusted partner to AMRI for more than a decade.”— AMRI

“Having already been a customer of FirstLight for the past several years, and based on our positive experience with the exceptional service and personalized attention we received, choosing FirstLight was an easy decision.”— Vermont Hard Cider Company

“The local, personalized and prompt service we have received from FirstLight has been exceptional.”— SRPC Medical Imaging

“The whole experience with FirstLight has been a very positive one, and I would recommend their services to other institutions.”— Hudson Valley Community College

“Throughout our relationship, FirstLight has proven its ability to deliver reliable services to customers in remarkably fast timeframes.”— One Connect

“We chose FirstLight because it promises a reliable service paired with competitive pricing along with outstanding support. We look forward to building a strong working relationship with the FirstLight team.”— Colby-Sawyer College

“When the time came for a network upgrade, FirstLight was the obvious choice for ensuring excellent, high speed services, backed by always-attentive, personalized customer support.”— Derry Medical Center

“The company is locally based, we can easily get to FirstLight’s data center when needed, and the customer service has been exceptional.”— Convenient MD

“We are incredibly happy with our new relationship with FirstLight and have already noticed a measurable improvement in call quality.”— RE Prescott

“We are a family business, and our contacts at FirstLight fit right into that company culture with a dedicated, locally-based staff that was focused on learning about our unique needs and identifying solutions that meet them.”— RE Prescott

“FirstLight has continually provided prompt, professional support and competitively priced services.”— State of NH Judicial Branch