F.A.Q.Trouble Reporting
CLICK HERE TO WATCH A TUTORIAL ON TROUBLE TICKET SUBMITTAL
Frequently Asked Questions:
What is the best way to report trouble?
Where can I learn how to open a trouble ticket?
What do I need to do before opening a trouble ticket?
How can I update a trouble ticket?
How can I request a status update on a trouble ticket?
What is the best way to report trouble?
The preferred (and fastest) method is to submit a trouble ticket through the interface at https://secure.123.net. (Watch the tutorial)
Support is also available via email at support@123.net, and the Network Operations Center can be reached at 866-460-3503.
Where can I learn how to open a trouble ticket?
Please watch the tutorial video.
What do I need to do before opening a trouble ticket?
Please make an effort to isolate the trouble to our network by verifying the customer has power, checking the customer premise equipment, and making sure it is not a configuration error.
Gather as much information as possible, including Local Contact information, up-to-date access hours, and as many details pertaining to the issue as you can get.
How can I update a trouble ticket?
Please open the trouble ticket from the Trouble Ticket Home Screen at https://secure.123.net and update the ticket.
How can I request a status update on a trouble ticket?
Open the trouble ticket from the Trouble Ticket Home Screen at https://secure.123.net and update the ticket with your request.
The tutorial goes step-by-step through the process of opening a ticket. It concerns a hypothetical situation where an end-users internet service is down. Please click the button on the video below to begin.