Support and Contact Section Header Graphic

our commitments

We listen carefully to hear you and understand your needs. We’re passionate about delivering excellent service. And we deliver. So go ahead, expect more. We do.

Sales Experience

You'll find our local, professional account team always ready to partner with you and your organization. We take the time to learn about your business and to find the right fit for you and your needs. Think of us as an extension of your team–we're here, ready to help. Check here, or give us a call.

Purchase and Contract Experience

Your contract experience with tw telecom is easy. Local, knowledgeable account representatives are well acquainted with our solutions, and can work with you to ensure the right mix for your business. Your contract will be clear and transparent. No hidden surprises, just good business.

Order Experience

We know how important the order and install process is to you and your business. Customers like you have told us that the install process sets the tone for your relationship with tw telecom. They also told us that having a single project manager is the key to making sure this is a positive experience. That's why we assign a dedicated project manager, who guides you through the order process-from start to finish-to make sure your order is a success.

And, at any time, you can check on the status of your order by asking your dedicated project manager, logging into MyPortal, which gives you real-time access to your order status or contacting us via phone or email.

Service Delivery and Installation Experience

tw telecom values your business. That means you’ll know what to expect, and when to expect it, every time. We will follow your order all the way through our process, and provide you with proactive status updates. With tw telecom, you’ll always know the status of your order and where it stands—no surprises, no wondering where it went. And when we arrive at your door, be prepared for a professional installation experience. Our installation teams know what they’re doing because we take the time to work with you. We’re fast and thorough—you’re up and running with a highly reliable and secure network in no time.

Billing Experience

Our commitments to you about your invoice are that it will be clear and accurate and that any questions you have about your bill be answered quickly and to your satisfaction. As a tw telecom customer, you also have access to handy tools–like MyBilling and E-Pay. It's easier than ever to manage, track and pay your invoices. Review three months of past history, and access your usage and circuit information–organized any way that you want to see it. You can pay your bill online, too, with our fast and easy bill payment solutions. Register here at MyPortal to get started with a better way to pay. You can also call us anytime to review your bill and answer your questions.

Service Inquiries Experience

When you have a question, our team follows through. tw telecom people are knowledgeable and passionate about helping you. We'll answer you quickly, listen to your question, and own the solution. Simply contact us via phone or email and tell us how we can help you!

Support and Maintenance Experience

Your telecommunications solutions are our concern–day and night. We monitor your network around the clock from our two National Operations Centers (NOCs) located in Denver, Colorado and O'Fallon, Missouri. Our nimble Maintenance teams are available 24 hours a day, 7 days a week, 365 days a year to make sure your network service is always working.

If you do need to report a trouble, call us via our single, toll free number–800.829.0420–or report your issue via MyPortal.  We'll quickly get to work to resolve your issue, status you often and answer your questions.

Account Management Experience

Did you know that over 2/3 of tw telecom's employees have customer service and support roles? tw telecom is passionate about your business, and your care–not only during the sale, but throughout your experience. When you connect with
tw telecom, you will find us to be professional and  knowledgeable listeners and collaborators–think of your account team as an extension of your team. They ensure your service is just right: today and tomorrow as your business grows.

tw telecom is accountable for your experience–in every possible way, and is committed to moving your business forward. Big company capabilities, home town service–all the time.