Maintenance/Repair escalation list
To open a ticket call 877-AGENT95
Please have your trouble ticket number and contact information available. If you do not have ticket opened please contact 877-AGENT95.
Call 585-697-2564 and enter your trouble ticket number. Based upon your input, calls will route to a specific or generalized area supervisor to assist.
All Escalation requests should start at Level 1 to ensure proper resources are aligned for isolation/testing purposes.
Level 1 escalation’s will be reviewed by a supervisor and the appropriate technician will contact the customer within 30 minutes.
Level 2 Escalations will be reviewed by the appropriate manager and our customer will be contacted within 1 hour.
Reasons for requesting an escalation:
Similar repeated troubles at one or several customer locations
Status on trouble issue is not timely or consistent with expectation set
The trouble reported is beyond standard repair intervals
Pots and DSL: 24 hours
T1’s: 4 hours
Escalation Contact Information
Tiffany Gibbons 866 700 2966 x4291 Tue-Sat 8:30AM-5:30PM EST
Terrace Walker 866 700 2966 x4105 M-F 8AM-5PM EST
866 700 2966 x4105 M-F 7AM-4PM EST
Cheryl DeJesus 585 530 2999
781 362 5251
Elizabeth Orth 404-748-7601
Jason Kirby Robert Fleming
866-700-2966 x7195 781 362 5269 M-F 1PM-10PM EST M-F 10pm-7am EST