Customer Access
Billing & Payment Support
Three ways to get in touch
- Contact your Wholesale Account Manager
- Call 1-855-465-0204
- Email [email protected].
NOC General Inquiries
| Category | Phone | |
| Wholesale NOC – Incident Reporting & Inquiries | 844.946.2662 | |
| Windstream Scheduled Maintenance | 800.236.7284 Option 7, 2 | [email protected] |
NOC Escalation 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.
Please allow one (1) hour before moving to the next escalation level.
Wholesale Waves, Ethernet & Dark Fiber Services
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Wholesale NOC Escalation Level 1 | Escalation Desk | 844.946.2662 Option 1, 2 | [email protected] |
| 2 – Wholesale NOC Escalation Level 2 | Escalation Desk | 888.865.1830 Option 2 | [email protected] |
| 3 – Wholesale NOC Escalation Level 3 | Escalation Desk | 888.865.1830 Option 3 | [email protected] |
| 4 – Wholesale NOC Escalation Manager | NOC Manager | 888.865.1830 Option 4 | [email protected] |
| 5 – Director of Escalations* | Edward Bland | 864.331.8157 | [email protected] |
| 6 – VP of Escalations* | Caryn Loffredo | 330.405.5269 | [email protected] |
Wholesale Fiber to the Tower (FTTT) / Cell Site Backhaul Services (CSBH)
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Wholesale NOC Escalation Level 1 | Escalation Desk | 844.946.2662 Option 1, 2 | [email protected] |
| 2 – Wholesale NOC Escalation Level 2 | Escalation Desk | 888.865.1830 Option 2 | [email protected] |
| 3 – Wholesale NOC Escalation Level 3 | Escalation Desk | 888.865.1830 Option 3 | [email protected] |
| 4 – Wholesale NOC Escalation Manager | NOC Manager | 888.865.1830 Option 4 | [email protected] |
| 5 – Director of Escalations* | Edward Bland | 864.331.8157 | [email protected] |
| 6 – VP of Escalations* | Caryn Loffredo | 330.405.5269 | [email protected] |
Wholesale TDM, Sonet Services
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Wholesale NOC (24/7) | Escalation Desk | 844.946.2662 Option 1, 2 | [email protected] |
| 2 – Manager of Escalations | Escalation Desk | 833.578.0877 Option 2 | [email protected] |
| 3 – Sr. Manager of Escalations | Escalation Desk | 833.578.0877 Option 3 | [email protected] |
| 4 – Staff Manager of Escalations | Escalation Desk | 833.578.0877 Option 4 | [email protected] |
| 5 – Director of Escalations* | Hema Mimoza | 252.378.9151 | [email protected] |
| 6 – VP of Escalations* | Kushtrim Shehu | 252.378.9105 | [email protected] |
ILEC Broadband
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Tier II Broadband – Repair | Escalation Desk | 866.259.3423 | [email protected] |
Resale (RSL)
| Escalation Type | Please utilize the Portal for escalation status and requests | Service Assurance Support |
| Open Ticket Ticket Status Ticket Escalation | Portal Link: https://customers.windstreamwholesale.com/login_cust.php | 800.600.5050 |
| Level | Support Hours | Phone | |
|---|---|---|---|
| 1 – Technician | 24/7 | 866.260.1615 | Portal Only |
| 2 – Escalation Desk | 24/7 | 866.260.1615 | [email protected] |
| 3 – Escalation Manager | 8:00AM – 5:00PM M-F | 866.260.1615 | [email protected] |
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.
CLEC/ILEC/Resale/Fed Gov – All Services
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Project Manager(PM) – Service Delivery | Assigned PM | ||
| 2 – Lead – Service Delivery | Leslie Spencer | 704.319.3704 | [email protected] |
| 3 – Supervisor – Service Delivery | Kay Gibson | 704.593.3828 | [email protected] |
| 3 – Manager – Service Delivery | Anjeanette Horne | 704.593.3811 | [email protected] |
| 3 – Manager – Service Delivery | Lindsey Whippy | 918.505.0760 | [email protected] |
| 4 – Sr. Director – Service Delivery | Rich Dean | 585.340.8437 | [email protected] |
Dark Fiber Contacts
Windstream Wholesale NOC – 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.
Wholesale Waves, Ethernet & Dark Fiber Services
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Wholesale NOC Escalation Level 1 | Escalation Desk | 844.946.2662 Option 1, 2 | [email protected] |
| 2 – Wholesale NOC Escalation Level 2 | Escalation Desk | 888.865.1830 Option 2 | [email protected] |
| 3 – Wholesale NOC Escalation Level 3 | Escalation Desk | 888.865.1830 Option 3 | [email protected] |
| 4 – Wholesale NOC Escalation Manager | NOC Manager | 888.865.1830 Option 4 | [email protected] |
| 5 – Director of Escalations* | Edward Bland | 864.331.8157 | [email protected] |
| 6 – VP of Escalations* | Caryn Loffredo | 330.405.5269 | [email protected] |
Service Delivery – Contacts for In-Progress/In-Flight Orders
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Manager, Network Program Management | Ryan Legg | 812.253.1671 | [email protected] |
| 2 – Sr. Director, Engineering | Chris Proctor | 870.656.9446 | [email protected] |
| 3 – Sr. Vice President | K-A Hegewald | 720.319.0431 | [email protected] |
ILEC/CLEC Scheduled Maintenance
| Level | Phone | |
|---|---|---|
| Scheduled Maintenance | 800.236.7284 Option 7, 2 | [email protected] |
Billing Contacts
Our ILEC and CLEC 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 | |
|---|---|---|---|
| 1 – Carrier Assurance Team | Carrier Assurance Team | 855.465.0204 | [email protected] |
| 2 – Staff Manager – Financial Services | Stephanie Onze-Serrato | [email protected] | |
| 3 – Director – Financial Services | Kimberly Davis | 918.361.4257 | [email protected] |
CABS (Alpha/Numeric BAN)
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – CABS Team | CABS Team | 800.351.4241 | [email protected] |
| 2 – Staff Manager | Vicki Tompkins | 501.350.1686 | [email protected] |
| 3 – Senior Director | Steve Weeks | 501.529.2680 | [email protected] |
ILEC Broadband
| Level | Contact | Phone | |
|---|---|---|---|
| All | Broadband Team | 800.351.4241 | [email protected] |
Need Something Else or Not Sure? We’ll Find the Right Contact for You!
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