Customer Access
Billing & Payment Support
Three ways to get in touch
- Contact your Wholesale Account Manager
- Call 1-833-269-2706
- Email wci.carrier.assurance@windstream.com.
Service Assurance Contacts
At Windstream Wholesale, 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 – available 24 hours a day, 7 days a week – based on service type or visit our portal at https://iconnect.windstreamwholesale.com/Login.
If additional support is needed, the escalation contacts provided below are available to assist. Please allow one (1) hour before moving to the next escalation level.
TDM, Sonet
Escalation Desk email support is available at win.wsa.escalation.desk@windstream.com for escalations at a Level 2 or higher.
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – WSA TDM Technician (24/7) | 844.946.2662 Option 1, 2 | win.wsa.tdm.escalation.level1@windstream.com | |
| 2 – Manager of Escalations | 833.578.0877 Option 2 | win.wsa.tdm.escalation.level2@windstream.com | |
| 3 – Sr. Manager of Escalations | 833.578.0877 Option 3 | win.wsa.tdm.escalation.level3@windstream.com | |
| 4 – Staff Manager of Escalations | 833.578.0877 Option 4 | win.wsa.tdm.escalation.level4@windstream.com | |
| 5 – Director of Escalations * | Hema Mimoza | 252.378.9151 | win.wsa.tdm.escalation.level5@windstream.com |
| 6 – VP of Escalations * | Kushtrim Shehu | 252.378.9105 | win.wsa.tdm.escalation.level6@windstream.com |
Waves, Ethernet & Dark Fiber
Escalation Desk email support is available at win.wsa.escalation.desk@windstream.com for escalations at a Level 2 or higher.
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – WSA Technician (24/7) | 844.946.2662 Option 1, 2 | win.wsa.escalation.desk@windstream.com | |
| 2 – Manager of Escalations | 888.865.1830 Option 2 | win.wsa.escalation.desk@windstream.com | |
| 3 – Sr. Manager of Escalations | 888.865.1830 Option 3 | win.wsa.escalation.desk@windstream.com | |
| 4 – Staff Manager of Escalations | 888.865.1830 Option 4 | win.wsa.escalation.desk@windstream.com | |
| 5 – Director of Escalations * | Edward Bland | 864.331.8157 | win.wsa.escalation.level5@windstream.com |
| 6 – VP of Escalations * | Caryn Loffredo | 330.405.5269 | win.wsa.escalation.level6@windstream.com |
Fiber to the Tower (FTTT)
Escalation Desk email support is available at wci.fttt.escalations@windstream.com for escalations at a Level 2 or higher.
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – FTTT Technician (24/7) | 844.946.2662 Option 1, 2 | win.fttt.support@windstream.com | |
| 2 – Manager of Escalations | 888.865.1830 Option 2 | win.fttt.escalation.desk@windstream.com | |
| 3 – Sr. Manager of Escalations | 888.865.1830 Option 3 | win.fttt.escalation.desk@windstream.com | |
| 4 – Staff Manager of Escalations | 888.865.1830 Option 4 | win.fttt.escalation.desk@windstream.com | |
| 5 – Director of Escalations * | Edward Bland | 864.331.8157 | win.fttt.escalation.level5@windstream.com |
| 6 – VP of Escalations * | Caryn Loffredo | 330.405.5269 | win.fttt.escalation.level6@windstream.com |
Kinetic Wholesale Broadband
| Level | Phone | |
|---|---|---|
| Tier II Broadband | 866.259.3423 | win.kinetic.smb.tier.2.bb@windstream.com |
Scheduled Maintenance
| Level | Phone | |
|---|---|---|
| Scheduled Maintenance | 800.236.7284 Option 7, 2 | wci.maintenance.notifications@windstream.com |
Service Delivery Contacts
At Windstream Wholesale, 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.
Kinetic Wholesale (ILEC) – Ethernet, TDM, CSBH, DIA, NNI, Trunking
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – ILEC Wholesale Service Delivery Center | Project Coordinator | 800.864.7188 | |
| 2 – Service Delivery Manager | Leslie Spencer | 704.319.3704 | leslie.spencer@windstream.com |
| 3 – Service Delivery Manager | Anjeanette Horne | 704.593.3811 | anjeanette.horne@windstream.com |
| 4 – Staff Manager | Shawn Sullivan | 720.529.7655 | shawn.sullivan@windstream.com |
| 5 – Director Wholesale Delivery | Dean Ambrosia | 720.529.7669 | dean.ambrosia@windstream.com |
Windstream Wholesale (CLEC) – Waves, Project Management
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – CLEC Wholesale Service Delivery Center | Project Coordinator | 866.686.4516 | |
| 2 – Director – Service Delivery | Kim Barnette | 704.593.3892 | kim.p.barnette@windstream.com |
Wholesale CLEC – All Services
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – CLEC Wholesale Service Delivery Center | Order PC / PM -assigned by order | 866.686.4516 | |
| 2 – Supervisor – Service Delivery | Kay Gibson | 704.593.3828 | kay.gibson@windstream.com |
| 3 – Director – Service Delivery | Kim Barnette | 704.593.3892 | kim.p.barnette@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://iconnect.windstreamwholesale.com/Login.
If additional support is needed, the escalation contacts provided below are available to assist. 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.
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – WSA Technician (24/7) | 844.946.2662 Option 1, 2 | ||
| 2 – Manager of Escalations | 888.865.1830 Option 2 | win.wsa.escalation.desk@windstream.com | |
| 3 – Sr. Manager of Escalations | 888.865.1830 Option 3 | win.wsa.escalation.desk@windstream.com | |
| 4 – Staff Manager of Escalations | 888.865.1830 Option 4 | win.wsa.escalation.desk@windstream.com | |
| 5 – Director of Escalations * | Edward Bland | 864.331.8157 | win.wsa.escalation.level5@windstream.com |
| 6 – VP of Escalations * | Caryn Loffredo | 330.405.5269 | win.wsa.escalation.level6@windstream.com |
Scheduled Maintenance
| Level | Phone | |
|---|---|---|
| Scheduled Maintenance | 800.236.7284 Option 7, 2 | wci.maintenance.notifications@windstream.com |
Service Delivery – Contacts for In-Progress/In-Flight Orders
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Project Management Manager | Ryan Legg | 812.253.1671 | ryan.legg@windstream.com |
| 2 – Director | Michelle Marx | 813.480.1827 | michelle.marx@windstream.com |
| 3 – Vice President | K-A Hegewald | 720.319.0431 | karl-arne.hegewald@windstream.com |
Billing Contacts
Our Windstream Wholesale 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)
| Level | Contact | Phone | |
|---|---|---|---|
| Carrier Assurance Team | wci.carrier.assurance@windstream.com | 833.269.2706 | |
| 2 – Manager | Lori Powers | lori.powers@windstream.com | 501.580.4950 |
| 3 – VP – Financial Services | Becky Blair | becky.blair@windstream.com | 501.307.6766 |
CABS (Alpha/Numeric BAN)
| Level | Contact | Phone | |
|---|---|---|---|
| CABS Team | wci.cabs@windstream.com | 800.351.4241 | |
| 2 – Staff Manager | Vicki Tompkins | vicki.l.tompkins@windstream.com | 501.350.1686 |
| 3 – Senior Director | Steve Weeks | stephen.weeks@windstream.com | 501.529.2680 |
Need Something Else or Not Sure? We’ll Find the Right Contact for You!
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