Your Network Performance Is Our Priority
We’ve streamlined our support process to give you faster, more efficient service while maintaining the same quality response you expect from us.
Technical Support – Heritage Uniti Customers
For Heritage Uniti Customers, support is available via the OneView Customer Portal (existing users only) or the Uniti escalation process.
Technical Support: Heritage Windstream Wholesale Customers
For Heritage Windstream Wholesale Customers, support is available via the iConnect Customer Portal or the escalation contacts below.
iConnect Customer Portal (recommended for fastest service)
Call 24/7: 844-946-2662 (US/Canada) or 786-455-3301 (International)
Heritage WW Escalation Contacts
Repair NOC Contacts
At Uniti Wholesale, we have streamlined our support process to give you faster, more efficient service while maintaining the same quality response you expect from us.
For ALL Technical Issues & Updates:
- iConnect Customer Portal (recommended for fastest service)
- Call 24/7: 844-946-2662 (US/Canada) or 786-455-3301 (International)
Need Urgent Escalation?
- Call: 888-865-1830 (US/Canada) or 786-455-3301 (International)
- Have your ticket number ready
Wait Times Before Escalation?
- Service Down (Out of Service): Allow 1 hour for initial troubleshooting.
- Impaired/Degraded Service: Allow 2 hours for initial troubleshooting.
- Additional Escalations: Request further escalations every hour after initial escalation if the issue remains unresolved.
What to Expect:
- Acknowledgment within 1 hour.
- Escalations progress through 6 levels; dedicated oversight begins at Level 2.
- In the event of a network outage, the escalation process changes to align with our outage communication protocol, ensuring you receive timely updates on status and expected resolution times. You can respond directly to these messages or communicate through the iConnect portal to provide updates or feedback.
Waves, Ethernet, Dark Fiber Services, TDM & SONET Services
| Product | Phone | |
|---|---|---|
| Dark Fiber, Ethernet, Waves | When calling from USA or Canada please use: 888-865-1830 if calling from outside the USA or Canada please dial: 786-455-3301. | [email protected]om |
| TDM and SONET | When calling from USA or Canada please use: 888-865-1830 if calling from outside the USA or Canada please dial: 786-455-3301. | [email protected]om |
| FttT – Fiber to the Tower | When calling from USA or Canada please use: 888-865-1830 if calling from outside the USA or Canada please dial: 786-455-3301. | [email protected] |
ILEC Broadband
| Level | Contact | Phone |
|---|---|---|
| Broadband Technical Support – Repair | Escalation Desk | 866.259.3423 |
Resale (RSL)
| Escalation Type | Please utilize the Portal for escalation status and requests | Service Assurance Support |
| Open Ticket Ticket Status Ticket Escalation | Reseller Portal Link | 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 Uniti 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 – Manager – Service Delivery | Kay Gibson | 704.593.3828 | [email protected] |
| 3 – Manager – Service Delivery | Anjeanette Horne | 704.593.3811 | [email protected] |
| 4 – Director – Service Delivery | Kim Barnette | 704.593.3892 | [email protected] |
| 5 – Sr. Director – Service Delivery | Rich Dean | 585.340.8437 | [email protected] |
Dark Fiber – Service Delivery – Contacts for In-Progress/In-Flight Orders
ILEC / CLEC Scheduled Maintenance
If you have any questions regarding an upcoming maintenance or need guidance on how to notify Windstream about planned, demand, or emergency maintenance, please don’t hesitate to email or call us.
For informing us about upcoming maintenance events, we recommend using our email address as the primary method. This helps ensure your notification is received quickly and managed efficiently.
ILEC/CLEC Scheduled Maintenance
| Level | Phone | |
|---|---|---|
| Scheduled Maintenance | 800.236.7284 Option 7, 2 | [email protected] |
Billing Contacts
Our ILEC and CLEC Uniti 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 | Kathy Beach | 714.833.8812 | [email protected] |
CABS (Alpha/Numeric BAN)
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – CABS Team | CABS Team | 800.351.4241 | [email protected] |
| 2 – Staff Manager – Financial Services | Stephanie Onze-Serrato | [email protected] | |
| 3 – Director – Financial Services | Kathy Beach | 714.833.8812 | [email protected] |
Need Something Else or Not Sure? We’ll Find the Right Contact for You!
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