Outage Procedures :: Membership :: FAQs

Reporting of Service Problems

This is the procedure Berkshire Connect members should follow if they experience a service problem with their provider. Taking the following actions will insure the best response.

Global Crossing Premier Support at 1-800-249-4672 (24/7)
Matrix Telecommunications Technical Support at 1-800-657-9726 (24/7)
 
(1) If a problem develops, members should call the service provider with the following information:

(a) Circuit ID along with the account number;
(b) location, name and address;
(c) approximate time of occurrence; and
(d) a detailed report of the trouble.

The technical support representative will create a trouble ticket against which all subsequent actions and status reports will be recorded.

(2) An account representative has been assigned to each Berkshire Connect member. Once a call has been placed to the provider, the account representative will automatically be notified.  However, the member should notify the account representative as well, via email or phone, to let him/her know that a problem has been reported through technical support. Once alerted to the problem, the account representative will be able to monitor the situation.

Should you feel the problem is not being timely or effectively addressed, please do not hesitate to contact the Berkshire Connect office. We are committed to act as your advocate and to insure you receive the best possible service and support.