GETTING SUPPORT

GETTING SUPPORT

Our Mission

One Stop Telecom is happy to provide support for all VoIP customer services. Our mission is to assist, ensure and promote your success with timely and professional support.


Support Availability 

Billing, Support & Sales Departments -available by calling (530) ONE-STOP, 8am through 5pm PST, Monday through Friday

Emergency Support Line- available by calling (530) ONE-STOP, 5pm through 10pm, 7 days per week

·         After hours emergency support is available by calling (530) ONE-STOP (530-663-7867) and pressing '1' to leave a detailed message.  The message will be sent to on-call support staff via an internal notification system. Please provide detailed information as to the nature of the emergency to assist our engineers in troubleshooting the problem.

Knowledge Base Support- available 24 x 7 x 365 by visiting support.onestop.expert 


Support Accessibility

You can open a ticket with One Stop Telecom in one of 3 ways:

1. During Business Hours call (530) ONE-STOP and press 2 to speak to a support technician. After Hours, call our Emergency Support Line  

2. After hours emergency support is available by calling (530) ONE-STOP (530-663-7867) and pressing '1' to leave a detailed message.  
The message will be sent to on-call support staff via an internal notification system. Please provide detailed information as to the nature of the emergency to assist our engineers in troubleshooting the problem.

3. Non-Emergency Inquiries, Send an Email directly to support@onestop.expert or visit our ticketing portal by clicking this link or navigate to support.onestop.expert, scroll to the bottom of the page and click the "Submit A Ticket" Button.
 

For non-emergency inquiries via email or the ticketing system, one of our support representatives will respond within 24-48 business hours.


Help Us Help You - 'What we need to know to help you'

There may be times when a support related issue is intermittent or happens only under specific circumstances. In these cases our support team will setup a ticket that will be emailed to you requesting call examples. When replying, explain your request clearly or in enough detail so we may reproduce the problem. If the issue is call-related, please attach a call trace.

1) Event Date & Time:

2) Account Identifier(s):  {Telephone Number’s, Company Name, Username, etc.}

3) Equipment/System Identifier(s):  {Make, Model, Firmware, Portals, etc.}

4) Problem Description:  {Clear and concise problem description}

            5) Expected/Desired Result:

 

Internet Support Needed? We do not provide direct support for internet or network issues. However, you can contact your provider directly by using the information below if you do not already have it. Please have your account number ready when calling. If you require assistance with an internal network issue, we provide both on-site and remote paid support, depending on the issue. Contact our support team to request this. 

 

·         Frontier: 800-921-8102 or visit: https://frontier.com/contactus/contact-us#/business


Spectrum: 833-399-1275 or visit: https://www.spectrum.com/business/company/contact



Thank you for your business! If you have any questions, please contact our Support Department at (530) ONE-STOP.