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Wholesale Repair

Alert!

Frontier Business Continuity Planning Program - COVID-19
We are focused on keeping wholesale customers connected and your network running

We know that some wholesale customers who need service appointments for their end-users may be in areas where there is an increased risk of contact. Frontier is requesting advance notice if your end-user notifies you the building is impacted by COVID-19 so that we can plan appropriately including the potential of rescheduling their appointment.

If you are a Frontier Wholesale Customer, all initial trouble ticket submissions or trouble ticket status requests must be submitted using one of the following:

  • Virtual Front Office – Trouble Administration Module (VFO-TA)
  • E-Bonded TA (EBTA) via tML
  • Note: For Wholesale Broadband, FTTP and Bulk DSL services, electronic trouble ticket submission is not available. See contact list below.

    For more information please visit the Trouble Administration page.

    Exception: Opening trouble tickets by phone is acceptable during those times when our systems are unavailable. Customer notices are distributed and posted to our website providing notification of system availability exceptions. The System Availability Schedule and exceptions are available on the System Availability Exceptions page.

    To schedule a Vendor Meet, in addition to opening an electronic ticket, Carriers must contact the CCSC at 877-500-5514.

    Escalation contact phone numbers to the Repair Centers are provided below.

    Frontier's Trouble Administration allows Trouble Tickets to be entered directly into Frontier's VFO application, or sent electronically to Frontier's Gateway.

    If you are a Frontier Wholesale Customer and would like to get connected with Frontier Trouble Administration, please visit the Get Connected page for more information.

    If you are unable to open a ticket in VFO-TA due to system issues, please manually report the trouble by contacting Frontier (see lists above).  To report the VFO-TA system issue, please contact: ftr-cmp-team@ftr.com

    If you would like to be included in the email distribution of the OSS System Availability updates, please visit the Subscribe to Wholesale Notifications page.