Customer Service

FirstLight’s network operations and customer service center is strategically located in downtown Albany, and FirstLight technicians are on call 24×7×365. The FirstLight staff pride themselves on superior service, understanding that our clients’ mission critical communication needs demand immediate, comprehensive, proactive support.

Reporting an Issue

FirstLight provides 24×7 call coverage at the Customer Service and Repair number below for the report of any service-related fault or issue. On-call technicians are available 24×7×365.

Attention former Oxford Networks/BayRing/ION customers, please use the links on the left-hand side to access support contact information.

FirstLight Fiber Customer Service and Repair:
Toll-Free:  1-800-461-4863 menu option #1
Local:  518-598-0940 menu option #1

Billing Inquiries:
Toll Free: 1-800-461-4863

Hours of Operation:

  • CSR: 24 × 7 × 365 EST
  • On Call: 24 × 7 × 365 EST
  • Billing: 8am–5pm EST Monday–Friday

Resolution to service-affecting issues should be initiated by opening a Repair Ticket. When reporting a problem, please provide the following information:

  • Customer contact name and call back number (or email)
  • Account Number
  • The site Main Billing Telephone Number (BTN)
  • Customer Name and site address
  • Description of trouble
  • Trouble start time
  • Circuit ID (or phone number)

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

Submit a Support e-Ticket