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|
|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|