Frequently Asked Questions (FAQs)
How do I report 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
What is the trouble escalation process?
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Do You Offer Cloud Services?
Yes! Go Here ›
Who do I contact for a question on my invoice?
Our Customer Service team can be reached at 1-888-832-4976 Monday – Friday 8 a.m. – 5 p.m. EST.
Where do I send my payment?
In order to ensure that your payment is properly credited to your account, please send all payments to the address below.
P.O. Box 1301
Williston, VT 05495-1301
My first bill appears to be higher than normal. Why?
Monthly line charges are billed one month in advance. This means that your first bill will include one full month of line and feature charges plus the pro-rate for the partial month when you started to use FirstLight. Remember, your formal local service provider should issue you a credit for the unused portion of monthly service charges on your final bill.
I am trying to login to the portal, why can’t I see my account?
If you are looking for current billing information, please make sure you are logged into FirstLight’s new billing portal, and you are using your correct account number and password. The URL for our new ebill portal is https://app.idibilling.com/onlinebill/flt01_p_production/. If you are looking for historical information, you can login to our legacy portal sites listed above.
What is Gross Receipts Tax Surcharge?
States and municipalities assess these surcharges in different ways and rates. Proceeds go to local governing bodies. It is imposed on local and long distance phone company revenues. For a list of current fees/surcharges and taxes, please click here.
What is the Universal Service Fund Recovery?
The charge pays for government mandated subsidies designed to make phone service available in rural areas and to the poor. It also pays for Internet access for schools, libraries, and rural healthcare providers. For a list of current fees/surcharges and taxes, please click here.
Can I keep my toll-free number when I switch to FirstLight?
Yes, you can keep your existing toll-free numbers, and FirstLight can also provide you with new toll-free numbers if needed.
If I need to add a line or have any questions about my service, where do I call?
FirstLight Customer Care Representatives are ready to help you when you need to make changes to your account or if you have any questions regarding you telecommunications services. Please call toll free at 888-832-4976.
What will happen to my white page and yellow page listings?
Assuming you retain your current phone number(s), your white page and yellow page listings will not change. If you want to make changes to your single-line white page and yellow page listings, simply let us know and we will arrange to have these changes made.
Toll Fraud Questions?
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