Customer Support

To Open a Trouble Ticket:

Outreach supports clients who both purchase services under Outreach’s brand and Carrier brands. Please follow the instructions below based on whether you are a Outreach billed or carrier billed client.

Outreach Products:

• If your company is billed directly by Outreach and you have a need to open a trouble ticket, please dial: (877) 532-6332.
• You’ll need to provide as much of the the information listed below as possible.

To Open a Trouble Ticket Directly with a Carrier or Supplier

• This is for services billed to you directly by that carrier or supplier.
• If your company is billed directly by the carrier and not by Outreach, please call your carriers customer service number to open a trouble ticket.
• Once you receive the trouble ticket information, please call Outreach back and allow us to help you escalate your issue if needed.
• Having the following information available for your call will be helpful for the support person you call as well.

Information to provide when opening a Trouble Ticket.

For All Services

• The name, address and contact information for the person who will be the point of contact for your business.
• A description of the specific situation that is the reason for the Troubel Ticket being opened.

In addition for specific Telecom Services see below:

For Dedicated Services

These include services delivered over T1, NxT1, DS3, OCx, SONET or Ethernet including: Dedicated Internet, MPLS, Private Line, Local or Long Distance PRI or T-1, or any other service using dedicated access loops. Please provide:

• Time & Time Zone of event – required
• Customer account number – helpful but not required
• Carrier Circuit ID – required
• Local contact name – required
• Local contact telephone number- required
• Local contact alternate telephone number – helpful but not required
• Access Hours- required
• Verify commercial power to all connected equipment – required
• Has a power cycle been completed? – helpful but not required
• Reset all affected equipment? – helpful but not required
  • Note all Amber and Red LED status lights – helpful but not required
  • Verify the Smart Jack status is visible – helpful but not required

For Switched Long Distance Services (not T1 based):

These include local business (POTs) Lines, Switched Long Distance, Travel Card, Audio and Web Conferencing, DSL or any service not delivered over dedicated access. Please provide:

• Date of event – required
• Time of event – required
• Time Zone of event – required
• Customer account number – helpful but not required
• Affected telephone number – required
• Number dialed that is failing – required
• All switch recordings including message tag number heard – helpful but not required
• 700 test results – If you have not completed a 700 test, please do so by dialing the numbers below from the affected line or lines, and gather the information provided by the recording; this test will speed up repair services. – helpful but not required
  • 1-700-555-4141 for interstate – helpful but not required
  • 1-Area Code 700-4141 for local toll – helpful but not required