Customer Service

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, Williston, Vermont, 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.

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, every critical function has formalized business and afterhours on call process which allows response to a variety of unplanned incidents. Employees live and work within all areas 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 to 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
  Hours of Operations
Customer Repair & Technical Support 24×7
New York 1-800-977-3584
Vermont 1-877-877-2120
Maine / New Hampshire 1-800-520-9911
All Other States 1-800-520-9911
Customer Service 1-888-832-4976, 8:00 – 5:00
Billing inquiries 1-888-832-4976, 8:00 – 5:00
Locate underground fiber optic cable Call 811, 24×7

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