Who to contact once service is on
Once your service is live, your provider becomes your main point of contact. They manage the service, billing, changes, and ongoing support.
Who should I contact?
For anything related to your live service, contact your provider.
| If it’s about… | Contact |
|---|---|
| Service that’s down or slow | Your provider |
| A bill, charge, or credit | Your provider |
| Changing speed or adding lines | Your provider |
| Moving or canceling service | Your provider |
| Renewing your service | Your provider |
| An outage credit or SLA claim | Your provider |
| Porting a number | Your provider |
| An order that hasn’t been completed | Telecom.live™ |
| Your quotes or Telecom.live™ account | Telecom.live™ |
Once service is live, your provider manages it under the agreement you signed with them. They’ll handle support, billing, service changes, and cancellations.
Keep your account number handy
Your provider may ask for your account number, circuit reference, or another service identifier when you contact them.
You’ll usually find it on your first bill or installation paperwork. Save it somewhere your team can access it when needed.
Before you call
A few details can make a support call easier:
- Have your account or circuit reference ready.
- Note what changed and when. This helps the provider understand the problem.
- Write down the ticket number. You’ll need it if you have to follow up.
- For an outage, ask whether it’s a known issue and when service is expected to be restored.
If you need to escalate
If you’re not getting the help you need, ask the provider for the appropriate escalation path. See where to escalate a billing problem and service outages.
Last reviewed September 14, 2026
