Customer Access
Billing & Payment Support
Three ways to get in touch
- Contact your Wholesale Account Manager
- Call 1-833-269-2706
- Email wci.caarrier.assurance@windstream.com.
Service Assurance Contacts
At Windstream, we know the performance of our network is critical to the success for your business and customers. Our goal is to ensure we are providing you with meaningful and timely communications. To report trouble with your service, please contact the Wholesale Network Operations Center based on service type or visit our portal at https://customers.windstreamwholesale.com/login_cust.php.
If additional support is needed, the escalation contacts provided below are available to assist. Upon leaving a voicemail, customers should expect to receive a response within 30 minutes. Please allow one (1) hour before moving to the next escalation level.
Ethernet, Wave, TDM, SONET, DIA, MPLS
Escalation Desk email support is available at win.wsa.escalation.desk@windstream.com for escalations at a Level 2 or higher.
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Technician (24/7) | 844.946.2662 Option 1, 2 | ||
| 2 – Escalations Manager | 888.865.1830 Option 2 | win.wsa.escalation.desk@windstream.com | |
| 3 – Escalations Sr. Manager | 888.865.1830 Option 3 | win.wsa.escalation.desk@windstream.com | |
| 4 – Staff Manager | 888.865.1830 Option 4 | win.wsa.escalation.desk@windstream.com | |
| 5 – Escalations Director | Todd Holmes | 864.382.4941 | todd.r.holmes@windstream.com |
| 6- Head of Core Network Operations | Rex Reeves | 501.748.6687 | rex.j.reeves@windstream.com |
Fiber to the Tower (FTTT)
All after-hours escalations and status requests for all levels should be made via the numbers listed here. Email support is available at WCI.FTTT.Escalations@windstream.com during core business hours (8:00am-5:00pm ET) Monday-Friday.
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – FTTT Technician (24/7) | 877.473.8042 | win.fttt.support@windstream.com | |
| 2 – Escalations Team Manager | 888.865.1830 Option 2 | wci.fttt.escalations@windstream.com | |
| 3 – Escalations Sr. Manager | 888.865.1830 Option 3 | wci.fttt.escalations@windstream.com | |
| 4 – Escalations Director | Todd Holmes | 864.382.4941 | todd.r.holmes@windstream.com |
| 6- Head of Core Network Operations | Rex Reeves | 501.748.6687 | rex.j.reeves@windstream.com |
Kinetic Wholesale Broadband
| Level | Phone | |
|---|---|---|
| Tier II Broadband | 866.259.3423 | win.kinetic.smb.tier.2.bb@windstream.com |
Scheduled Maintenance
| Level | Phone | |
|---|---|---|
| Scheduled Maintenance | 800.236.7284 Option 7, 2 | wci.maintenance.notifications@windstream.com |
Service Delivery Contacts
At Windstream, we know delivering solutions on-time is key to the success of your business and customers. Our goal is to ensure we consistently keep our commitments and provide timely communications through the order lifecycle. The contact information below is available for additional assistance. Please allow two (2) hours for a response before moving to the next level.
ILEC Ethernet, TDM, CSBH, DIA, NNI, Trunking
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – ILEC Wholesale Service Delivery Center | Project Coordinator | 800.864.7188 | |
| 2 – Service Delivery Manager | Leslie Spencer | 704.319.3704 | leslie.spencer@windstream.com |
| 3 – Service Delivery Manager | Anjeanette Horne | 704.593.3811 | anjeanette.horne@windstream.com |
| 4 – Manager – Circuit/Project Management | Pam Rutherford | 704.845.7196 | pam.rutherford@windstream.com |
| 5 – Director Wholesale Delivery | Dean Ambrosia | 720.529.7669 | dean.ambrosia@windstream.com |
ILEC Waves, Project Management
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – ILEC Wholesale Service Delivery Center | Project Coordinator | 866.686.4516 | |
| 2 – Director – Service Delivery | Kim Barnette | 704.593.3892 | kim.p.barnette@windstream.com |
| 3 – Senior Director | RaChelle Fifer | 303.929.1453 | rachelle.k.fifer@windstream.com |
| 4 – Director Wholesale Delivery | Dean Ambrosia | 720.529.7669 | dean.ambrosia@windstream.com |
CLEC All Services
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – CLEC Wholesale Service Delivery Center | Order PC / PM -assigned by order- | 866.686.4516 | |
| 2 – Supervisor – Disconnects, FTTT, Off-net | Kay Gibson | 704.593.3828 | kay.gibson@windstream.com |
| 3 – Director – Service Delivery | Kim Barnette | 704.593.3892 | kim.p.barnette@windstream.com |
| 4 – Senior Director | RaChelle Fifer | 303.929.1453 | rachelle.k.fifer@windstream.com |
Dark Fiber Contacts
Service Assurance – Contacts for Post Install Repair
To report trouble with your Dark Fiber service, please contact the Wholesale Network Operations Center or visit our portal at https://customers.windstreamwholesale.com/login_cust.php.
If additional support is needed, the escalation contacts provided below are available to assist. Upon leaving a voicemail, customers should expect to receive a response within 30 minutes. Please allow one (1) hour before moving to the next escalation level.
Escalation Desk email support is available at win.wsa.escalation.desk@windstream.com for escalations at a Level 2 or higher.
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Technician (24/7) | 844.946.2662 Option 3 | ||
| 2 – Escalations Manager | 888.865.1830 Option 2 | win.wsa.escalation.desk@windstream.com | |
| 3 – Escalations Sr. Manager | 888.865.1830 Option 3 | win.wsa.escalation.desk@windstream.com | |
| 4 – Staff Manager | 888.865.1830 Option 4 | win.wsa.escalation.desk@windstream.com | |
| 5 – Escalations Director | Todd Holmes | 864.382.4941 | todd.r.holmes@windstream.com |
| 6- Head of Core Network Operations | Rex Reeves | 501.748.6687 | rex.j.reeves@windstream.com |
Scheduled Maintenance
| Level | Phone | |
|---|---|---|
| Scheduled Maintenance | 800.236.7284 Option 7, 2 | wci.maintenance.notifications@windstream.com |
Service Delivery – Contacts for In-Progress/In-Flight Orders
| Level | Contact | Phone | |
|---|---|---|---|
| 1 – Project Management Manager | Ryan Legg | 812.253.1671 | ryan.legg@windstream.com |
| 2 – Director | Michelle Marx | 813.480.1827 | michelle.marx@windstream.com |
| 3 – Vice President | K-A Hegewald | 720.319.0431 | karl-arne.hegewald@windstream.com |
Billing Contacts
Our Windstream Billing Teams are committed to providing you with timely answers and communications regarding your billing questions. The contact information below is available for your required assistance.
RevChain (Numeric only BAN)
| Level | Contact | Phone | |
|---|---|---|---|
| Carrier Assurance Team | wci.carrier.assurance@windstream.com | 833.269.2706 | |
| 2 – Manager | Lori Powers | lori.powers@windstream.com | 501.580.4950 |
| 3 – Senior Director | Steve Weeks | stephen.weeks@windstream.com | 501.529.2680 |
CABS (Alpha/Numeric BAN)
| Level | Contact | Phone | |
|---|---|---|---|
| CABS Team | wci.cabs@windstream.com | 800.351.4241 | |
| 2 – Staff Manager | Vicki Tompkins | vicki.l.tompkins@windstream.com | 501.350.1686 |
| 3 – Senior Director | Steve Weeks | stephen.weeks@windstream.com | 501.529.2680 |
Need Something Else or Not Sure? We’ll Find the Right Contact for You!
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