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Access

Get Connected Product Availability Ethernet Site Ready Guide Ethernet Ordering Special Access Ordering Switched Access Ordering Access Services Contacts

Local

Location/Product Qualification Voice/UNE Services Get Connected LSR Business Rules Broadband Services VoIP Directory Services Voice/UNE Services Contacts Broadband Services Contacts

Edge Colocation

Overview Assessment and Ordering Access Cards

Regulated Collocation

Overview Applications Access Cards

Pricing Guides

Frontier Tariffs Interstate Service Guide Connecticut Guidebook

Billing

Wholesale Billing Online Billing Statement Tools Payment Remittance Tax Exemption Information Wholesale Billing Claim and Escalation Guide

Troubles

Trouble Administration Get Connected Planned Network Maintenance Wholesale Repair Contacts

Systems and Online Tools

Virtual Front Office MasterStream Connectbase Customer Wholesale Portal Get Connected System Availability Release Forecast

Notifications and News

2024 2023 2022 2021 Billing Notifications Copper Optimization Release Notifications System Availability Exceptions Subscribe to Wholesale Notifications

Contacts and Escalation Lists

Hours of Operation Wholesale Team Contacts Access Services Contacts Local Voice/UNE Services Contacts Broadband Services Contacts Wholesale Repair Contacts

Reference Library

Wholesale Help Center Exchange Lookup Tool Access References Local References Broadband References Regulated Collocation References Directory References CARE Interconnection Access Ordering Diagrams Aerial and Underground Services WV BTOP Wholesale Terms Glossary

Access Services Contacts

Check Order or Trouble Ticket StatusClick Here

ASR Ordering Center (ICSC)

Order processing for Ethernet Services

888-444-2267 - Option 1

Order processing for All Other Services

888-444-2267 - Option 2 (See Product Options Below)

Opt 1 - Special Access
Opt 2 - Switched Access

Hours of OperationLearn More

Pre FOC Ordering Contact and Escalation List

Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised.
Contact	Title	Contact Info
Level 1
ASR Ordering Center Ethernet Services	Service Representative	888-444-2267 – Option 1
ASR Ordering Center Other Services	Service Representative	888-444-2267 – Option 2 Opt 1 – Special Access Opt 2 – Switched Access
Level 2
ASR Pre-FOC Escalation	Escalation Representative	[email protected]
Level 3
Marshall Brunson	Manager	[email protected]
Level 4
Pam Huber-Hauck	Director	585-739-6365 [email protected]

TDM Post FOC Ordering Contact and Escalation List

Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised. If the order being escalated is a project managed order, please contact the project manager assigned to the project. For all other escalations, please see the list below.
Contact	Title	Contact Info
Level 1
ASR Ordering Center Ethernet Services	Service Representative	888-444-2267 – Option 1
ASR Ordering Center Other Services	Service Representative	888-444-2267 – Option 2 Opt 1 – Special Access Opt 2 – Switched Access Opt 3 – ICSC: CS35 Opt 4 – ICSC: RT01/OT01
Level 2
ASR Post FOC Escalations Team	Escalation Specialist	[email protected]
Level 3
Cheryl Tyndall	Escalation Lead	919-941-7421 [email protected]
Level 4
Doug Tomlinson	Manager	919-941-6041 [email protected]

Ethernet Project Management Contact and Post-FOC Escalation List

Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised. If the order being escalated is a project managed order, please contact the project manager assigned to the project. For all other escalations, please see the list below.
Contact	Title	Contact Info
Level 1
CCPM Team	Project Specialist	[email protected]
Level 2
Kecia West	Manager	919-224-1166 [email protected]
Level 3
Rodney Williams	Director	919-451-1485 [email protected]

Edge Colocation Program Management

Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised.
Contact	Title	Contact Info
Level 1
Edge Colo Team	Program Managers	[email protected]
Level 2
Will Mainor	Program Manager	919-703-7053 [email protected]
Level 3
Michelle Crull	Program Lead	765-438-8468 [email protected]
Level 4
Dennis Kaups	Manager	304-346-6691 [email protected]

ASR Order Inquiries / System Issues

ASR Order Support for All States - [email protected]

After Hours TSP Ordering Contact

Contact	Title	Contact Info
Pam Huber-Hauck	Director	585-739-6365

Expedite, Disconnect in Error and Formal Construction Due Date Improvement Contacts

Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised. All PONs should already have EXP field populated with a “Y” Disconnects in Error Expedites: Email Subject: OOS/DIE PON END USER NAME, CITY AND STATE Example: OOS/DIE N1234567 OUR CUSTOMER, POMONA CA Late day submissions risk next business day restoral
Contact	Title	Contact Info
Level 1
ASR Expedite Team	Specialist	[email protected]
Level 2
Cheryl Tyndall	Specialist	919-941-7421 [email protected]
Level 3
Doug Tomlinson	Manager	919-941-6041 [email protected]

Frontier Hot Cut Pretest Contacts (ASR Transactions Only)

The Frontier Provisioning Center provides external Carriers a direct contact for pretesting of Design Service Circuits associated to a Hot Cut Order. Typically, these are referred to as a pretest prior to the actual CFA Roll/Hot Cut. Carriers wishing to pretest, prior to the actual cut, should contact the number provided below.

Frontier requires the call be placed three business days prior to the confirmed Due Date (DD - 3). Once the pretest call is made and the due date is DD – 3, Frontier will provide a call back within 24 hours.

Hours of Operation: Monday thru Friday – 24 hours

Contact	Title	Contact Info
Provisioning Center	Technician	877-398-1620 Option: 3

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