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REF-T1-01: Carrier Contact Directory

NOC Reference — Carrier Escalation & Support Numbers

Document ID: REF-T1-01

Version: 2.0

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates, NOC

Referenced By: SOP-T1-01 — Customer-Reported Connectivity Issues SOP-T1-02 — Hetrix Down Notifications SOP-T1-05 — Potential Trouble Notifications

1. Purpose

This document consolidates carrier support and escalation contact numbers for use during circuit troubleshooting, outage coordination, and carrier escalations across NOC-managed accounts.

2. Scope

Applies to all carrier phone contacts used by Tier 1 Support and NOC when opening, following up on, or escalating a carrier ticket. This directory does not cover Starlink, which is supported through the Starlink Portal (see SOP-T1-06).

3. How to Use This Directory

  • Always verify the ticket or circuit ID before contacting a carrier.
  • Log the reference number provided by the carrier representative in the corresponding HubSpot ticket.
  • If a carrier has more than one number listed, try the primary line first and use the alternate only if the primary is unavailable or misroutes the call.

4. Carrier Contact Numbers

Carrier / Contact Number

  • Spectrum Business — 800-314-7195
  • Spectrum — 888-812-2591 / 844-493-4458
  • AT&T — 800-247-2020
  • AT&T Circuit Team (for circuits) — 888-613-6330
  • AT&T ENOC West — 877-900-8765, option 1
  • LV.net — (702) 900-0000
  • Lumen — Local North Team — 800-229-6751, option 1, then 1
  • Lumen — 877-453-8353, option 1, then 2
  • Lumen MOE Department — 888-678-8080
  • Nitel — 866-892-0915
  • HyperCore — (855) 979-0495
  • TDS — 888-225-5837
  • Comcast — 1-800-391-3000
  • AireSpring — 888-389-2899
  • Cox — (877) 225-0005
  • Cox Fiber Team — 844-800-0742
  • Loyaltel — 1-866-237-6461
  • Loyaltel — Bob Russell — 1-866-925-8844
  • Loyaltel — Bob — 250-361-6666
  • Telstra — +852 3192 7420
  • VYVE — 855-367-8983
  • Shaw — 1-877-742-9249
  • Cogeco — 1-855-440-5602
  • Optimum (Suddenlink) — 1-866-347-4784
  • Optimum — 888-276-5255
  • Cogent — 877-726-4368
  • Peerless — (888) 662-7757
  • Zayo — 866-236-2824

Unresolved duplicate — needs confirmation

“Loyaltel — Bob Russell” and “Loyaltel — Bob” are listed with different numbers. These may be the same contact recorded twice under slightly different names, or two different people. Confirm with the team and consolidate or relabel once verified.

5. Do's and Don'ts

Do

  • Verify the ticket or circuit ID before calling.
  • Log the carrier's reference number on the HubSpot ticket immediately after the call.
  • Use the circuit-specific line (e.g. AT&T Circuit Team, Cox Fiber Team) when one exists, rather than the general support line.

Don't

  • Don't rely on memory for carrier numbers — confirm against this directory, since lines change periodically.
  • Don't use a personal cell number (where listed) as the first point of contact; treat it as a backup only.

6. Revision History

v1.0: Original directory as maintained by NOC.

v2.0: Reformatted to match the SOP-T1 series style and assigned document ID REF-T1-01 for cross-referencing. Flagged the Loyaltel “Bob Russell” / “Bob” entries as a possible duplicate requiring confirmation. No contact numbers were changed or removed.