Getting help is easy. Answers to your most commonly asked questions are below. Don’t see what you’re looking for? Contact us now.
I have disabilities. Can I access services?
tw telecom provides access to those with special needs and disabilities, and complies with all Federal rules and guidelines. Check here for an overview of our solutions that support challenged customers.
How can I report a problem?
It’s easy to open a trouble ticket. Simply call us at our single 800 number, 800.829.0420, and one of our National Operations Center (NOC) representatives will respond quickly. They will capture relevant information about your trouble and direct it to a resource who can help and provide you with timely updates until your issue is resolved to your satisfaction.
Alternatively, you can log a trouble issue via MyPortal—your handy, one stop for all your account management needs, anytime, anywhere.
To make opening a trouble ticket easiest for you, just have your account number and circuit ID or BTN on hand—and you’re on your way to speedy resolution, no matter how you choose to interact with us.
How can I escalate a trouble ticket?
If you’re not happy, we’re not happy. If you are dissatisfied with the level of service of our service at any time during the troubleshooting process, simply ask to speak with a supervisor. Our leaders stand ready to help you with your needs, and we're happy to hear from you.
Where can I learn more information about MyPortal?
MyPortal is your "anytime, anywhere" online tool that provides instant visibility and control of your account. It continually improves with customer feedback—and it is intuitive and easy to use. MyPortal delivers one-click input for trouble tickets and tracking through resolution. You’ll also get real-time performance monitoring to analyze trends on your network, including bandwidth utilization. If you have an order in-progress, you can see information and status—all in real time. MyPortal provides options for paying bills on-line and for viewing your account history—all providing a "greener" solution for your company.
Registration for MyPortal is easy, and only takes a moment. Simply visit the MyPortal registration page to get started. Select your registration option—MyPortal application for your account and network information only, or MyPortal with your billing and invoice information. Be sure to have your order number or access ID handy.
And, at any time, if you would like a tour of MyPortal, need help registering, or have a question about its functionality, simply consult your Account Manager, or contact us.
Where do I go if I have questions about my invoice?
tw telecom invoices are widely recognized as some of the most precise and easy to read, as cited in Forrester’s Voice of the Customer research. Your account manager can walk through your first invoice to verify accuracy and make sure you understand the charges. Alternatively, you can contact us via phone or email to pose your questions, request a bill review or report a potential problem with your invoice.
How can I pay my bill?
tw telecom strives for efficient payment and collections options that are convenient for our customers. Please check here for information on the tw telecom lockbox for remittance and collection of payments, address information, and all your payment options, or visit MyPortal. Please contact us if you have further questions, or PAY NOW.
Where can I obtain product pricing?
Your local knowledgeable and helpful account team representative can help you with understanding our product solutions and finding the right fit for your business. Contact us today. If you are an existing customer, you can also speak with your dedicated account representative, or give us a call—anytime, anywhere. We’ll get you connected with the most advanced telecommunications solutions you need to move your business forward.
How can I provide feedback?
We love to hear how we’re doing. From time to time we’ll send you surveys so you can let us know how we’re doing. After installs, trouble tickets and other interactions you’ll receive a survey so you can let us know how we did. Also, annually as a customer, you’ll receive a relationship survey so you can give us the bigger picture. We take all this feedback very seriously and use it guide our business and to reward our teams. But you don’t have to wait to hear from us—if you have feedback, positive or constructive, regarding your experience with tw telecom, simply reach out to us—via phone, or via e-mail and we will listen and work hard to make sure we’re doing our best for you.
Customer Referral Program
Share your tw telecom experience with your network of business associates and friends. If they like what they hear and sign up for any product or service, we'll send you a $100 American Express® Gift Card or up to a $250 credit* on your next bill for each referral that results in a sale. Click here to learn more.
Voice Services Resources
Need more info about how your voice features work? Want to make sure that you are powering your solutions correctly? It’s easy to find out more information, simply by investigating our Voice Services Resources. If you can’t find what you need, just contact us and our team will quickly respond.
tw telecom has some of the tightest SLAs in the business. Check here for service level agreements about your products and services, and other product information.