Wholesale Customer Contacts - V145.0

 

 

Various Brightspeed Wholesale Organizations support your service delivery efforts. Refer to individual Brightspeed Wholesale Products and Services for specific details or contact your Brightspeed Account Team/Sales Executive or Service Manager for additional information. You may also contact Brightspeed via Customer Service.

 

Doing Business with Brightspeed

 

Brightspeed provides step by step instructions and a checklist to guide you as you establish your relationship with Brightspeed. To work through this process with a Brightspeed representative, contact the Manager - Interconnection Agreements by e-mail to begin negotiations.

 

If you are a new Competitive Local Exchange Carrier (CLEC) and are ready to do business with Brightspeed, view the Getting Started as a Facility-Based CLEC or the Getting Started as a Reseller. If you are an existing CLEC wishing to amend your Interconnection Agreement or your Customer Questionnaire, see those product catalogs for additional information.

 

Account Team / Sales Executives and Service Managers

 

Your Brightspeed Account Team will be your first point of contact to begin conducting business with Brightspeed. Click here to view the Account Team / Sales Executives and Service Managers Roles and Responsibilities. For all Brightspeed commercial local exchange services products(e.g. Brightspeed Local Service Platform ™(CLSP™), sales and service support will be handled by your Service Manager. If you do not know your assigned Brightspeed Sales Executive or Service Manager, use the Brightspeed - Wholesale Team Tool (CWTT) to locate the Brightspeed Sales Executive or Service Manager assigned to your company. If you do not find your Brightspeed Sales Executive or Service Manager, please contact our Wholesale Service Management Group for assistance.

 

Calls to Brightspeed may be monitored or recorded. You will hear the following announcement when you call: "Thank you for calling Brightspeed. This call may be monitored or recorded for quality assurance or training purposes".

 

Availability

 

Wholesale Customer Contacts are available throughout Brightspeed.

 

Pricing

Tariffs, Regulations and Policies

 

Tariffs, regulations and policies are located in the state specific Tariffs/Catalogs/Price Lists.

 

Implementation

Pre-Ordering

 

General pre-ordering activities are described in the Pre-Ordering Overview.

 

Detailed information on how to use Brightspeeds IMA Pre-Ordering functions can be found in the IMA GUI and Extensible Markup Language (XML).

 

Requesting Customer Service Records (CSRs)

 

To request a Brightspeed Customer Service Record (CSR), contact the Customer Service Inquiry and Education (CSIE) Center:

 

 

To Request a CSR	Contact	E-mail	Hours of Operation
CSR Hotline for Local Service Requests (LSRs)	866-434-2555 Or use Click To Chat link located on the Customer Service page.	Send an e-mail request to csie@Brightspeed.com. To initiate your e-mail CSR request, you need to complete and send the CSR Request Form, which will be processed on a first in - first out basis.	Monday-Friday 7:00 AM - 7:00 PM Mountain Time

 

If you are not an IMA user, you may contact the CSIE to perform Loop Qualifications at 1-866-434-2555 or use the Click to Chat feature.

 

If your end-user requires extensive and complex facility rearrangement/relocation/replacement related to construction, demolition, planning and placement of conduit and Network Interface Device (NID), right-of-way, or other situations that will require engineering and special construction, the property owner/developer may contact the Developer Contact Group (DCG) to obtain the Brightspeed engineer's name and telephone number for a consultation on their project. CLECs will not be provided information by the Developer Contact Group (DCG). Engineer information must be provided directly to the property owner/developer.

 

 

For assistance with:	Who to Contact	Contact Number	Hours of Operation
Property Owner or Developer who needs to request consultation with a Brightspeed engineer	Developer Contact Group (DCG)	800-526-3557	Monday-Friday 7:00 AM - 5:00 PM Mountain Time

 

CLECs may contact the DCG on behalf of an end user customer (with or without the customer on the line) but must contact their Service Manager first and then the Service Manager may conference the DCG for consultation on the end user's project.

 

 

For Assistance with:	Who to Contact
CLECs needing to request consultation with a Brightspeed engineer	Service Manager

 

Ordering

 

General ordering activities are described in the Ordering Overview.

 

Listings Service Order Request Processing - IMA Facility Based Directory Listings (FBDL) and RSID/ZCID Listings

 

 

For assistance with:	Who to Contact	Contact Number	Hours of Operations
Local Response (LR), FBDL and RSID/ZCID Listings Support	Offline Center	Email: Complex Listings .Escalations@Brightspeed.com	Monday - Friday 7:00 AM - 5:00 PM Mountain Time
Manual FBDL Orders (IMA GUI and OBF)	Offline Center	Email: Wholesale Listings .LSGSupport@Brightspeed.com	Monday – Friday 7:00 AM – 5:00 PM Mountain Time

 

 

For assistance with	Who to Contact	Contact Number	Hours of Operation for DLIS only
IMA/FBDL/DLI/DLIS NOTE: System hours of operation are available at: http://www.Brightspeed.com/ wholesale/cmp/ ossHours.html	Wholesale Systems Help Desk	888-796-9102	Monday - Friday 6:00 AM - 5:30 PM Mountain Time (Pager assistance provided 5:30 PM - 7:00 PM) Saturday 7:00 AM - 2:00 PM Mountain Time

 

Thryv

 

 

For assistance with	Who to Contact	Contact Number	Hours of Operation
Requesting Published Directories	Thryv	877-243-8339	Monday - Friday 7:00 AM - 6:00 PM Mountain Time
Directory Delivery (Thryv White Pages and Thryv Pages)	Thryv	877-243-8339	Monday - Friday 7:00 AM - 6:00 PM Mountain Time
Thryv CLEC Relations Contact	Tammy.Nearing@thryv.com	844-339-6334	N/A N/A
Thryv Publisher Services	For Billing Questions	844-339-6334	N/A
Thryv Publisher Services	For Directory Advertising	844-339-6334	N/A

 

Service Request Order Processing

 

General ordering activities can be found in the Ordering Overview with provisioning and installation activities identified in the Provisioning and Installation Overview.

 

To discuss order processing or to send associated information to the Center for processing, contact our Customer Service Center. Based on the location of your end-user and the type of service you requested, Local or Access Services, our Service Center numbers are:

 

 

Location	Contact	FAX (only for manual processing LSRs)	Hours of Operation
Customer Service Inquiry and Education (CSIE) Center	866-434-2555 OR csie@Brightspeed.com* Or use Click To Chat link located on the Customer Service page.	888-796-9089 - All but Simple Port requests 877-343-7542 - Simple Port requests only	Monday-Friday 7:00 AM - 7:00 PM Mountain Time

 

If calling to discuss multiple items, up to five tickets per call can be opened.

 

*For all e-mails sent, a call center ticket will be opened. Status assigned to that ticket is based on the guidelines found in the Ordering Overview. If your contact requires assistance within two hours, Brightspeed recommends you call and not send an e-mail. Brightspeed will respond to your e-mail via a phone call and provide you with the call center ticket number. Include your "can be reached" telephone number in your e-mail.

 

Only in the case of orders due to complete on a Saturday that require a same day cancellation, due date change or concurrence should a call be made to 218-310-9440. All other requests should be made the next business day.

 

Status and Notification on LSRs

 

For status of requests or notifications, including Firm Order Confirmation (FOCs) and Service Order Completions (SOCs), access IMA Post Order functionality first. Direction is provided in the IMA User Guide in the After Submitting Service Requests section for:

 

• Viewing notices for service requests

• Monitoring the current status of service requests and/or service orders

• Checking status history

• Checking the estimated start time for service orders

• Reviewing Design Layout Reports (DLRs)

   

For efficiency, it is recommended that status and notification detail be retrieved via IMA. You may also contact the CSIE for this information.

 

Jeopardy Notification Response Period

 

Within 72 hours of receiving the initial jeopardy notice, either an updated jeopardy notification with more specific details of the jeopardy condition or a FOC advising of the new Due Date will be sent to you. If an updated jeopardy notice is sent, we will also send a FOC advising you of the Due Date Brightspeed can meet when the RFS date is known. Updated notification will be provided within that 72 hour period.

 

See the matrix under the Jeopardy Notice Timeline section of the Provisioning and Installation Overview.

 

• Access Service Requests (ASRs)

   

   

Product/Service	Contact	FAX	Hours of Operation
LOAs and all service requests except Frame Relay	866 434-2555 Or use Click To Chat link located on the Customer Service page.	800-335-5680	Monday-Friday 7:00 AM - 5:00 PM Mountain Time
Frame Relay	866 434-2555	800-636-8721	Monday-Friday 7:00 AM - 5:00 PM Mountain Time

 

Emergency & Annoyance Call Handling

 

You will be assisted by Brightspeed when dealing with telephone harassment, wiretapping and other law enforcement requests.  Brightspeed will provide tracing and *57 (Call Trace) support.  The procedures for Call Trace must be followed prior to calling Brightspeed. To become familiar or review these procedures see Call Trace.

 

To request tracing assistance your personnel will contact the Brightspeed.

 

 

For Assistance	Contact	Hours of Operation
Brightspeed	800-244-1111 FAX 206 345-8394	8:00 AM - 5:00 PM Mountain Time

 

Brightspeed Customer Service Centers are closed on the following holidays:

 

• New Years Day

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving Day

• Christmas Day

   

Provisioning and Installation

 

General provisioning and installation activities are described in the Provisioning and Installation Overview.

Firm Order Confirmation (FOC) intervals are available in the SIG.

 

Loss and Completion Reports

 

 

For assistance with:	Contact	Hours of Operation
No File Received, Data Content, Missing Orders or Incorrect Data, Change Transport Medium, Re-send Report	Wholesale Systems Help Desk at 888-796-9102	Monday - Friday 6:00 AM - 5:30 PM Mountain Time (Pager assistance provided 5:30 PM - 7:00 PM) Saturday 7:00 AM - 2:00 PM Mountain Time
Loss and Completion Reports not received	Brightspeed Service Manager

 

Maintenance and Repair

 

General maintenance and repair activities are described in the Maintenance and Repair Overview.

 

Organized geographically, Brightspeed's Repair Centers are grouped into Wholesale Product or Service Designed and Non-Designed Maintenance and Repair teams:

 

 

Repair Centers	Product/Services	State	Contact	Hours of Operation
Brightspeed Wholesale Repair Center	Design UNE and Complex Products and Services: LIS Trunking Resale Brightspeed Local Service Platform™ (CLSP™) Unbundled Loop Network Element Switching Unbundled Transport Line Sharing	All	800-223-7881	Available 24/7
	EEL/LMC	AZ, CO, ID,MT, NM, OR, UT, WA, WY	800-223-7881	Available 24/7
	EEL/LMC	IA, MN, ND, NE, SD	866-706-0619	Available 24/7
Repair Call Handling Center (RCHC)	Non-Design POTS: Resale - Simple Residential (1FR) Resale - Simple Business (1FB) CLSP POTS Unbundled Distribution Sub-Loop	All	888-405-0083	Available 24/7
Brightspeed Commercial Broadband Services Technical Support Center	Brightspeed Commercial Broadband Services	All	800-247-7285	Available  24/7
	Or use Click To Chat link located on the Customer Service page.			Available Monday-Friday 6:00 AM – 12:00 AM Mountain Time
CSIE	If your service request was completed within the past 24 hours	All	866-434-2555	Monday-Friday 7:00 AM - 7:00 PM Mountain Time

 

Enhanced Services Center (ESC)

 

The ESC handles calls if your end-user is experiencing difficulty related to Business or Residential Voice Messaging Services or Advanced Intelligent Network (AIN) call features security code (password) resets.

 

 

Service	Contact	Hours of Operation
Voice Messaging Services	800 776-2781	Available 24/7
AIN security code resets	800 770-2513	Available 24/7

 

Brightspeed CLEC Coordination Center (QCCC)

 

The Brightspeed CLEC Coordination Center (QCCC) handles all unbundled loop product installations (Basic and Coordinated) throughout Brightspeed QC. The QCCC Coordinators are responsible for insuring the successful completion of the coordinated installation.

 

 

QCCC	Contact	Hours of Operation
For installation	866-549-3846	Monday - Friday 6:00 AM to 7:00 PM Mountain Time
For Warranty	866-549-3846	Available 24/7

 

Some of the functions the QCCC can assist with on Unbundled Loop (UBL) installation are:

 

• Questions or concerns related to Unbundled Loop installation

• To inquire about testing information provided on Unbundled Loops where "Basic Installation with Performance Testing", Basic Installation with Cooperative Testing", or Coordinated Installation with Cooperative Testing" was selected as the installation option on the LSR

• To accept the UBL circuit

• Warranty service where technicians will work to resolve any maintenance issues for 30 days after installation

 

Escalations

 

You may initiate an escalation of your service request at any time during the ordering or repair process by calling the appropriate center. Refer to our Expedites & Escalations Overview to review our escalation process.

 

Billing

 

Brightspeed's Billing staff assists with your Brightspeed billing questions. Refer to the following for specific billing related information:

 

• Billing Information - Billing and Receivable Tracking (BART) (LQ System)??

• Billing Information - Customer Records and Information Systems (CRIS) (LQ System)??

• Billing Information - Carrier Access Billing System (CABS)

• Billing Information - Local Exchange Carrier Invoice System (LEXCIS) (LQ System)??

• Billing Information - Taxes and Tax Exemption

   

   

Brightspeed Billing Centers	Contact	Hours of Operation
All including GET and LEXCIS Billing ??	800-335-5672	Monday-Friday 8:00 AM - 4:00 PM Central Time

 

Some Brightspeed products generate usage records or call detail processed within the CRIS billing system. For information regarding these records, refer to Billing Information - Daily Usage File (DUF)

 

Wholesale Systems Help Desk

 

Wholesale Systems Help Desk is your single point of contact for system related questions regarding connectivity issues, outputs and system outages. If unable to assist you, the Help Desk professional will refer your information to the proper Subject Matter Expert (SME). The SME will either contact you directly or pass the resolution information to the Help Desk professional who will then provide you the information and confirm resolution.

 

Wholesale Systems Help Desk	Contact	Hours of Operation
Single point of contact for systems related questions Retransmission or technical problems with DUF transmission Loss and Completion Reporting Electronic System Interface Outage - IMA unavailable for extended period of time NOTE: System hours of operation are available at: http://www.Brightspeed.com /wholesale/cmp/ossHours.html	888-796-9102	Monday - Friday 6:00 AM - 5:30 PM Mountain Time (Pager assistance provided 5:30 PM - 7:00 PM) Saturday 7:00 AM - 2:00 PM Mountain Time

 

Training

Local Brightspeed 101 "Doing Business with Brightspeed"

 

• This introductory web-based training course is designed to teach the Local CLEC and Local Reseller how to do business with Brightspeed. It will provide a general overview of products and services, Brightspeed billing and support systems, processes for submitting service requests, reports, and web resource access information. Click here to learn more about this course and to register.

   

View additional Brightspeed courses by clicking on Course Catalog

 

Frequently Asked Questions (FAQs)

This section is currently being compiled based on your feedback.