Phone System Support Information

WindstreamEnterprise
WindstreamEnterprise Administrator admin
edited September 2020 in General Information

Normal Business Hours*

8:00 AM – 8:00 PM Monday-Friday (Eastern Standard Time)

To reach a Phone System Customer Service Representative please call us at 800.881.4118 or send an email to [email protected].

To expedite your request the Customer Service Representative will need to know the following:

  • Your company name and the physical address you are calling about.
  • Your Windstream account #
  • Type or Description of the telephone equipment you have.
  • A detailed description of the issue you are having whether it’s with a telephone line(s) or your phone system equipment.
  • The customer service representative may ask you what the telephone number and/or extension you are calling about, whether it is happening on all your lines, or if it’s on all your phones.

After Hours, Weekends & Holidays**

To reach an After-Hours Phone System Customer Service Representative please dial: 800.881.4118.

Please listen to the automated message carefully; as it will give you the option to leave a message for the representative that is ON CALL.

Leave a message stating the following:

  • Your company name and the physical address you are calling about.
  • Your Windstream account #
  • A good call back number.
  • The type or description of your telephone equipment you have.
  • Please leave a detailed description of the issue you are having whether it’s with a telephone line(s) or your phone system equipment.

The customer service will return your call with any updates or information. The representative On Call may ask you what the telephone number and/or extension you are calling about, whether it is happening on all your lines, or if it’s on all your phones.

NOTE: AFTER-HOURS & EMERGENCY SUPPORT

Windstream considers it an “emergency” whenever a customer is unable to communicate. It is our goal to respond promptly to all emergency requests within 4 hours of notification. Emergencies are considered when 50% of phone system’s lines and stations are not functional.

*Applicable normal hourly rates may apply. ***Applicable after-hour rates may apply.


Escalation Contact List

Customer Service

800.881.4118

Windstream Enterprise Repair Center

877.340.2555

Team Lead Technical Support

321.559.2780

Laurie Shaw

Staff Manager Allworx Support

321.559.2714

Greg Hodgson

Sr. Director Enterprise Repair

585.340.8286

Elizabeth Orth

SVP Care & Repair

404.748.7601

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