TNCI Trouble Reporting and Customer Care Escalation Referral List

  • To open a Trouble Ticket 24 Hours a Day, 7 Days a Week, 365 Days a Year, please call our Customer Care Support Group at 800-800-8400 or use the following e-mail addresses that correspond to the inquiry:
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  • Please have the following information ready for your Customer Support Specialist when you call in:
    • Billing Telephone Number or TNCI Account #
    • Circuit ID, Number you are trying to call from, toll free number, or calling card number
    • For data services, describe the problem
    • For voice services, a sample within the last (12) hours of a call you have tried to make
    • The number you attempted to call
    • The time of the call
    • The result of the call (Please write down any intercept message you might have heard when you attempted to make the call, including any trailer tag line information at the end of the message).
    • Contact Name & Contact Number
  • TNCI will provide you with a System Trouble Ticket number to be used in reference to follow-up, through conclusion, for the open service issue By providing the information requested above we will be able to process & investigate your request more expeditiously and completely
  • TNCI will then work with you to provide a proactive response/update time frame through to the conclusion of the service issue
  • TNCI will internally escalate to Management and Sr. Management based on the hours and severity of the open service issue
  • Standard Response/Escalation Timeframes are as follows:
Service Impact Escalation

Criteria
*For Switched & Dedicated Long Distance Services
*Local Service and DSL SLA are dictated by tariff & note a Standard 24 Hour Response

 SLA Guideline
Minor

Affects less than 25% of incoming/outgoing service
  • 24 Hour Response
  • 24 Hour Repair
Major

Affects more than 25% but less than 75% of incoming/outgoing service
  • 2 Hour Response
  • 4 Hour Repair/Escalation
Severe

Affects more than 75% of incoming/outgoing service
  • 1 Hour Response
  • 2 Hour Repair/Escalation
Level Escalation Contact Phone Numbers
Level 1 0-2 Hours Customer Service Specialist Phone: 800-800-8400 (24x7) Fax: 800-800-8874
Level 2 2 Hours

Tyereak Thompson

Service Operations Team Lead

Phone: 617-369-1057 Cell: 978-317-0693 Fax: 617-369-1391

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Level 3 4 Hours

Chris Matrisciano

Service Operations Supervisor

Phone: 617-369-1342 Cell: 508-468-0647 Fax: 617-369-1164

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Level 3 4 Hours

Michael Matrisciano

Service Operations Supervisor

Phone: 617-369-1228 Cell: 508-736-1783 Fax: 617-369-1168

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Level 3 4 Hours

Greg Mullen

Service Operations Supervisor

Phone: 617-369-1013 Cell: 508-951-7527 Fax: 617-369-1181

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Level 4 6 Hours

Ed Ariel

Director of Operations

Phone: 617-369-1255 Cell: 508-654-2818 Fax: 617-369-1090

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Level 5 8 Hours

Chuck Luca

SVP of Operations

Phone: 617-369-1138 Cell: 617-835-5227 Fax: 617-369-1071

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