Outreach Customer Support

To Open a “Outreach brand” services Trouble Ticket:

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

Outreach Billed:
If your company is billed directly by Outreach and you have a need to open a trouble ticket, please dial: (877) 532-6332 please select option 3, and then select *.

Your call will be transferred to our 24×7 first level support team. You’ll need to provide as much of the the information listed below as possible.

For Outreach 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

Carrier billed: To Open a Trouble Ticket Directly with a Carrier

This is for services billed to you directly by that carrier (ie. not Outreach brand services).

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 recieve the trouble ticket information, please call Outreach back and allow us to help you escalate your issue if needed. Having the above information available for your call will be helpful for the support person you call as well.