How can I escalate a technical issue I’ve reported to Spectrum Enterprise?
This escalation process is exclusively for Spectrum Enterprise clients calling for technical support.
If you're experiencing issues with a Residential or Small Business contact either of the following for the appropriate services support:
Residential Services: 1-833-267-6094
Small/Medium Business Services: 1-844-493-4458
If you have a billing inquiry or need to request changes to your existing service, contact our dedicated Enterprise Client Services team. For quick and accurate routing of your call, have your bill account number readily available when you call.
- Billing Support: 1-888-812-2591 and follow prompts for Payments & Billing
- Move, Add, Change or Disconnect Existing Services: 1-888-812-2591 and follow prompts for Existing Services
Technical Support and Escalation Process
At Spectrum Enterprise, our commitment is to ensure the reliability of your services and address any issues promptly. If our service does not meet your expectations, follow the escalation process outlined below for technical, non-billing related issues.
Escalation Progression
A support ticket is created at Level 1 and necessary to engage Levels 2-6
Do you already have an Enterprise Customer Ticket (ECT-)? Begin escalation at Level 2.
Are you calling without an ECT Ticket Number? Dial 1-888-812-2591 and follow prompts for Enterprise Technical Support to connect with a technician who will assist you in opening a ticket and beginning the resolution process. For quick and accurate routing of your call, have your bill account number readily available when you call.
Allow one hour at each level before progressing to the next Escalation Level
By guiding you through these steps, we aim to streamline your support experience and ensure that your technical issues are addressed efficiently, while directing non-technical inquiries to the appropriate channels for prompt assistance.
|
escalation level |
escalate to |
Contact info |
|---|---|---|
|
LEVEL 1 |
Request for assistance and ticket creation. For quick and accurate routing of your call, have your billing account number readily available when you call. |
1-888-812-2591 |
|
LEVEL 2 |
Team Lead |
1-833-889-3636 |
|
LEVEL 3 |
Shift Manager |
1-833-889-7734 |
|
LEVEL 4 |
Director |
1-833-889-3735 |
|
LEVEL 5 |
VP - Jean Ciullo |
1-407-916-0156 |
|
LEVEL 6 |
GVP - Keith Vivona |
1-407-916-0387 |
To view a downloadable form of this list, click here.