Introduction

Important: Holiday hours may vary; email Alerts are sent prior to company holidays with updated holiday information 

 

Customer-Facing Departments
 

• Residential Customer Care: 24 hours a day, 7 days a week, 365 days a year
  
   
• Business Solutions Tech Support: 24 hours a day, 7 days a week, 365 days a year
  
   
• Business Solutions All Other Departments
   
  • Mon-Fri: 7am - 12am ET  / 6am - 11pm CT / 4am - 9pm PT
     
  • Saturday: 8am - 11pm ET / 7am - 10pm CT / 5am - 8pm PT
     
  • Sunday: 8am - 9pm ET / 7am - 8pm CT / 5am - 6pm PT
     
  • After Hours: On Call
    
     
• Telesales
   
  • Mon-Fri: 8am - 10pm ET  / 7am - 9pm CT / 5am - 7pm PT
     
  • Saturday: 9am - 9pm ET / 8am - 8pm CT / 6am - 6pm PT
     
  • Sunday: Closed
    
     
• Spanish Sales
   
  • Mon-Sat: 8am - 10pm ET  / 7am - 9pm CT / 5am - 7pm PT
     
  • Sunday: Closed
     
  • After Hours: use Language Line
     

• Residential Chat

  • Mon-Fri: 8am -12am ET  / 7am -11pm CT / 5am -9pm PT
     
  • Saturday: 9am - 11pm ET / 8am - 10pm CT / 6am - 8pm PT
     
  • Sunday: 9am - 10pm ET / 8am - 9pm CT / 6am - 7pm PT
     

• Business Solutions Chat

  • Mon-Fri: 8am - 8pm ET  / 7am - 7pm CT / 5am - 5pm PT

  • Sat and Sun: closed 

Resolution Steps

Internal and Back Office Departments
 

• Financial Services

  • Mon-Fri: 8am - 6pm ET  / 7am - 5pm CT / 5am - 3pm PT

  • Sat and Sun: closed
     

• Credit Compliance

  • Mon-Fri: 8am - 6pm ET  / 7am - 5pm CT / 5am - 3pm PT

  • Sat and Sun: closed
     

• Voice Support

  • Mon-Fri: 8am - 8pm ET  / 7am - 7pm CT / 5am - 5pm PT

  • Sat and Sun: closed
     

• CSD Provisioning

  • Mon-Sat: 8am - 11pm ET  / 7am - 10pm CT / 5am - 8pm PT

  • Sunday: 8am - 7pm ET / 7am - 6pm CT / 5am - 4pm PT
     

• ​​​​​CNOC Tier 3 (previously OSC)
   
  • Mon-Thurs:  9am - 9pm ET  / 8am - 8pm CT / 6am - 6pm  PT
     
  • Fri:   9am - 6pm ET /  8am - 5pm CT / 6am - 3pm  PT
     
  • Sat and Sun:   closed
     
  • After Hours: contact CNOC Tier 1 & 2 (previously known as NOC, CNOC)
    
     
• Dispatch – California, Oregon and Washington
   
  • Mon-Sat: 10:30am - 10:30pm ET  / 9:30am - 9:30pm CT / 7:30am - 7:30pm PT
     
  • Sunday:  11am - 8pm ET / 10am - 7pm CT / 8am - 5pm PT for Wave G provisioning only
    
     
• Dispatch - DC Metro (MD, VA, Washington DC)
   
  • Mon-Fri:  8am - 8pm ET  /7am - 7pm CT / 5am - 5pm PT
     
  • Saturday:  8am - 8pm ET / 7am - 7pm CT / 5am - 5pm PT
     
  • Sunday: 8am - 7pm ET / 7am - 6pm CT / 5am - 4pm PT
    
     
• Dispatch – Illinois and Indiana
   
  • Mon-Sat:  8am - 8pm ET  / 7am - 7pm CT / 4am - 4pm PT
     
  • Sunday: 9am - 6pm ET / 8am - 5pm CT / 5am - 2pm PT
    
     
• Dispatch – Massachusetts
   
  • Mon-Fri:  7am - 9pm ET  / 6am - 8pm CT / 4am - 6pm PT
     
  • Saturday:  7am - 7pm ET / 6am - 6pm CT / 4am - 4pm PT
     
  • Sunday: 7am - 6pm ET / 6am - 5pm CT / 4am - 3pm PT
    
     
• Dispatch – New York
   
  • Mon-Fri: 7:30 am - 9:00pm ET  / 6:30am - 8:00pm CT / 4:30 am - 6:00pm PT
     
  • Saturday:  7:30am - 6:30pm ET / 6:30am - 5:30pm CT / 4:30 am - 3:30pm PT
     
  • Sunday:  7:30am - 5:30pm ET / 6:30am - 4:30pm CT / 4:30 am - 2:30pm PT
    
     
• Dispatch – Pennsylvania
   
  • Mon-Fri: 8am - 9pm ET  / 7am - 8pm CT / 5am - 6pm PT
     
  • Saturday:  8am - 8pm ET / 7am - 7pm CT / 5am - 5pm PT
     
  • Sunday:  8am - 7pm ET / 7am - 6pm CT / 5am - 4pm PT
    
     
• Dispatch – Texas
   
  • Mon-Fri: 9am - 10pm ET  / 8am - 9pm CT / 6am - 7pm PT
     
  • Saturday:  9am - 9pm ET / 8am - 8pm CT / 6am - 6pm PT
     
  • Sunday:  9am - 8pm ET / 8am - 7pm CT / 6am - 5pm PT