Troubleshooting

Submit an incident ticket to resolve network issues and outages. We'll work to quickly address your issues and restore your service.

Create a ticket

1. Log in to Verizon Enterprise Center

2. Select Repairs > Create a new ticket 

Identify service

 3. Enter or search for your service ID and click Next

• Find/search the appropriate inventory for the affected site
• Click the plus sign [+] next to the service identifier and then click Create Ticket

4. Any existing tickets open for that service ID will display. Click Continue Creating New Ticket if you don’t see a ticket already opened for your issue 

Enter your ticket information

5. Enter your contact information and select how you’d like to stay notified about your ticket

6. Enter your site information and problem information as completely and accurately as possible

7. Attach any additional files that could help the technician address your issue and Submit your ticket

Update an incident ticket

You can update any open incident tickets to keep Verizon informed of new information as we work to resolve your issue. Once a ticket is closed or resolved you'll need to open a new ticket to have your issue fixed.

1. Select Repairs > My tickets to see a list of your tickets.

2. Select the specific ticket number you want to edit.

3. Click Update in the top left corner of the ticket.

Select from any of the changes below:

Provide additional details: 

• Comment: leave a message about the ticket for your co-workers to view or inform our technicians about any new information about your ticket.

• Attach files: Add any other information that can help our technicians resolve your issue.

Change your contact and site information:

• Update contact information: Change the contact for your ticket. This is helpful if your plan to be away or want to give to someone else responsibility for the ticket. We'll reach out to the new contact for all future updates on the ticket.

• Update site access: Edit the days and times the site of the issue can be accessed by out technicians. You can also update the site contact information or include any special access instructions such as a gate code or parking rules.

Alert Verizon that your issue has worsened: 

• Request escalation: Note Verizon that your issue has continued or gotten worse and needs urgent attention.

Run additional testing:

• Verify power: Let us know how the power and equipment were verified.
• Release for intrusive testing: Allow our technicians to run tests that may temporarily impact your service.
• Request Service Monitoring: Request that the monitor a particular service ID for up to 24 hours to ensure your service is operating as needed.

Confirm that your issue has been resolved:

• Confirm repair or request close: Confirm that the repair work is complete, your service is back up and running, and the ticket can be closed.

Check the status of your ticket

1. Select Repairs > My tickets to see a list of your tickets. The status of your ticket will be shown in your ticket list. 

2. Click a specific ticket number to see a detailed status. 

3. Click Activity Log to see all of the comments related to your ticket or click Milestones to see the previous and upcoming activity for your ticket.