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Service Assurance Contacts

At Windstream, we know the performance of our network is critical to the success for your business and customers. Our goal is to ensure we are providing you with meaningful and timely communications. To report trouble with your service, please contact the Wholesale Network Operations Center based on service type or visit our portal at https://customers.windstreamwholesale.com/login_cust.php.

If additional support is needed, the escalation contacts provided below are available to assist. Upon leaving a voicemail, customers should expect to receive a response within 30 minutes. Please allow one (1) hour before moving to the next escalation level.

Ethernet, Wave, TDM, SONET, DIA, MPLS

Escalation Desk email support is available at win.wsa.escalation.desk@windstream.com for escalations at a Level 2 or higher.

LevelContactPhoneEmail
1 – Technician (24/7)844.946.2662 Option 1, 2
2 – Escalations Manager888.865.1830 Option 2win.wsa.escalation.desk@windstream.com
3 – Escalations Sr. Manager888.865.1830 Option 3win.wsa.escalation.desk@windstream.com
4 – Staff Manager888.865.1830 Option 4win.wsa.escalation.desk@windstream.com
5 – Escalations DirectorTodd Holmes864.382.4941todd.r.holmes@windstream.com
6- Head of Core Network OperationsRex Reeves501.748.6687rex.j.reeves@windstream.com
*Peer Only

Fiber to the Tower (FTTT)

All after-hours escalations and status requests for all levels should be made via the numbers listed here. Email support is available at WCI.FTTT.Escalations@windstream.com during core business hours (8:00am-5:00pm ET) Monday-Friday.

LevelContactPhoneEmail
1 – FTTT Technician (24/7)877.473.8042win.fttt.support@windstream.com
2 – Escalations Team Manager888.865.1830 Option 2wci.fttt.escalations@windstream.com
3 – Escalations Sr. Manager888.865.1830 Option 3wci.fttt.escalations@windstream.com
4 – Escalations DirectorTodd Holmes864.382.4941todd.r.holmes@windstream.com
6- Head of Core Network OperationsRex Reeves501.748.6687rex.j.reeves@windstream.com
*Peer Only

Kinetic Wholesale Broadband

LevelPhoneEmail
Tier II Broadband866.259.3423win.kinetic.smb.tier.2.bb@windstream.com

Scheduled Maintenance

LevelPhoneEmail
Scheduled Maintenance800.236.7284 Option 7, 2wci.maintenance.notifications@windstream.com
Service Delivery Contacts

At Windstream, we know delivering solutions on-time is key to the success of your business and customers. Our goal is to ensure we consistently keep our commitments and provide timely communications through the order lifecycle. The contact information below is available for additional assistance. Please allow two (2) hours for a response before moving to the next level.

ILEC Ethernet, TDM, CSBH, DIA, NNI, Trunking

LevelContactPhoneEmail
1 – ILEC Wholesale Service Delivery CenterProject Coordinator800.864.7188
2 – Service Delivery ManagerLeslie Spencer704.319.3704leslie.spencer@windstream.com
3 – Service Delivery ManagerAnjeanette Horne704.593.3811anjeanette.horne@windstream.com
4 – Manager – Circuit/Project ManagementPam Rutherford704.845.7196pam.rutherford@windstream.com
5 – Director Wholesale DeliveryDean Ambrosia720.529.7669dean.ambrosia@windstream.com
*Peer Only

ILEC Waves, Project Management

LevelContactPhoneEmail
1 – ILEC Wholesale Service Delivery CenterProject Coordinator866.686.4516
2 – Director – Service DeliveryKim Barnette704.593.3892kim.p.barnette@windstream.com
3 – Senior DirectorRaChelle Fifer303.929.1453rachelle.k.fifer@windstream.com
4 – Director Wholesale DeliveryDean Ambrosia720.529.7669dean.ambrosia@windstream.com
*Peer Only

CLEC All Services

LevelContactPhoneEmail
1 – CLEC Wholesale Service Delivery CenterOrder PC / PM
-assigned by order-
866.686.4516
2 – Supervisor – Disconnects, FTTT, Off-netKay Gibson704.593.3828kay.gibson@windstream.com
3 – Director – Service DeliveryKim Barnette704.593.3892kim.p.barnette@windstream.com
4 – Senior DirectorRaChelle Fifer303.929.1453rachelle.k.fifer@windstream.com
Dark Fiber Contacts

Service Assurance – Contacts for Post Install Repair

To report trouble with your Dark Fiber service, please contact the Wholesale Network Operations Center or visit our portal at https://customers.windstreamwholesale.com/login_cust.php.

If additional support is needed, the escalation contacts provided below are available to assist. Upon leaving a voicemail, customers should expect to receive a response within 30 minutes. Please allow one (1) hour before moving to the next escalation level.

Escalation Desk email support is available at win.wsa.escalation.desk@windstream.com for escalations at a Level 2 or higher.

LevelContactPhoneEmail
1 – Technician (24/7)844.946.2662 Option 3
2 – Escalations Manager888.865.1830 Option 2win.wsa.escalation.desk@windstream.com
3 – Escalations Sr. Manager888.865.1830 Option 3win.wsa.escalation.desk@windstream.com
4 – Staff Manager888.865.1830 Option 4win.wsa.escalation.desk@windstream.com
5 – Escalations DirectorTodd Holmes864.382.4941todd.r.holmes@windstream.com
6- Head of Core Network OperationsRex Reeves501.748.6687rex.j.reeves@windstream.com
*Peer Only

Scheduled Maintenance

LevelPhoneEmail
Scheduled Maintenance800.236.7284 Option 7, 2wci.maintenance.notifications@windstream.com

Service Delivery – Contacts for In-Progress/In-Flight Orders

LevelContactPhoneEmail
1 – Project Management ManagerRyan Legg812.253.1671ryan.legg@windstream.com
2 – DirectorMichelle Marx813.480.1827michelle.marx@windstream.com
3 – Vice PresidentK-A Hegewald720.319.0431karl-arne.hegewald@windstream.com
Billing Contacts

Our Windstream Billing Teams are committed to providing you with timely answers and communications regarding your billing questions. The contact information below is available for your required assistance.

RevChain (Numeric only BAN)

LevelContactEmailPhone
Carrier Assurance Teamwci.carrier.assurance@windstream.com833.269.2706
2 – ManagerLori Powerslori.powers@windstream.com501.580.4950
3 – Senior DirectorSteve Weeksstephen.weeks@windstream.com501.529.2680

CABS (Alpha/Numeric BAN)

LevelContactEmailPhone
CABS Teamwci.cabs@windstream.com800.351.4241
2 – Staff ManagerVicki Tompkinsvicki.l.tompkins@windstream.com501.350.1686
3 – Senior DirectorSteve Weeksstephen.weeks@windstream.com501.529.2680

Need Something Else or Not Sure?  We’ll Find the Right Contact for You! 

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