How to reach us

We are here to help you.

All issues (incidents) can be reported via our  via our web form, via email at or by phone. All contact methods will generate a ticket and be assigned to one of our many customer service agents.

Lower severity issues (P3 & P4) reported after 8:00 PM ET Monday to Friday and Weekends will be addressed the next business day, this includes updates on existing tickets.  

All urgent issues (P1 & P2) must be reported via phone call to our Business Technical Services toll free number below.

When reporting an issue, please ensure that the following information is provided:

  • Account Name/Number:
  • Name of person reporting the issue:
  • Affected Service(s) with details:
  • When the issue started:
  • What testing has been done so far:

NOTE: The Self-Service Portal is used for monitoring the incident ticket life cycle.


Severity Definitions


Resolve a concern

If you have an outstanding issue, please get in touch with us by calling the numbers above to resolve your concern.

We are committed to customer satisfaction, and we encourage feedback to improve our service. If you've tried unsuccessfully to resolve a concern directly with ThinkTel, view further options.