What to have ready

To help us assist you faster, please have the following information prepared:

• Account number (from your telecom bill or account)
• Phone number/service address (to identify your account)
• Description of the issue (what’s actually broken/wrong)
• What you’ve already tried (so we don’t repeat steps)
• Device info (model of modem, router, phone if relevant)
• Billing period (if it’s a billing question)
• Recent changes (new service, recent upgrade, plan change)
• Error messages (any specific error codes you’re seeing)

What to expect after you reach out

After contacting us, you can expect:

• Immediate response from a live agent (for calls/chats)
• Callback within X hours (if you email or request a callback)
• Confirmation email first, then agent contact within the timeframe
• Ticket number for tracking your issue
• Assigned agent who handles your case start to finish
• Progress updates with regular communication about your issue status
• Resolution confirmation follow-up after the issue is solved