Data Networking Support

Data is the pulse of today's business and Allstream reliably delivers incredible volumes of data, at high speeds, over every conceivable distance.

Allstream's goal is to minimize service difficulties. However, should a problem occur, our skilled and knowledgeable Customer Service Representatives will work with you to resolve the problem to your satisfaction quickly and effectively.

Allstream has a simple process for you to follow when reporting a service issue. Our Customer Service system then gets you to the right person quickly, and ensures that any representative following up on your call has access to your service history.

Trouble Reporting

To report a service problem, contact Allstream Customer Service at: 1 866 282-0111

Choose English or French, then select the affected service:

• Option 1: Data
• Option 2: Local, Long Distance and Toll Free services
• Option 3: Internet
• Option 4: Billing issues and changes to existing services

Note: Before reporting a service problem please confirm that the affected site is not experiencing a hydro outage and that equipment connected to the Allstream circuit is powered up.

A Customer Service representative will ask you for background information, and then they will create a Trouble Ticket and provide you with a Ticket Reference Number.

To create a trouble ticket, you will be asked to provide:

• Affected Allstream circuit number - refer to your Allstream invoice as your circuit numbers are listed on the Circuit-based Itemized Summary page and at the top right of your Circuit Detail pages
• Your name and telephone number
• Affected site address
• Short description of the problem

The trouble ticket is then routed to the appropriate Service Management Centre (SMC). The SMC technician performs diagnostics, periodically updates you on restoral activity and documents any action taken. Once the service is restored, the technician will advise you of the resolution and restoral time.