Contact Our Support Team
Need assistance? Reach out to our team so that we can assist!
Written by Adrian Angwenyi
Updated at March 29th, 2024
Table of Contents
How to Reach Out
SpectrumVoIP's Technical Support department can be reached in 4 primary ways:
- Place a phone call to our team by calling 469-429-2500.
- Live Chat with an agent on our Support Website.
- Send an email to support@spectrumvoip.com
- Submit a Ticket online through our Support Website or our Knowledge Base.
Phone Call
The main number for technical support is 469-429-2500.
You can also dial 4-3-5-7 (this spells out H-E-L-P) on any of your SpectrumVoIP phones.
To speak with a SpectrumVoIP's Technical Support Analyst over the phone live, please call our technical support number during our answering hours:
- Monday through Friday: 7am to 7pm CST
- Saturdays: 8am to 5pm CST
During our support hours, we prioritize answering phone calls. If your request is urgent or business impacting, please call in to make sure you are able to reach an agent for assistance.
During your phone call, the agent you are speaking with will make notes about the reason for your call. In order to send a wrap-up email documenting your call and request, a tech support analyst may request a contact email.
✔ These wrap-up emails are commonly utilized by both users and SpectrumVoIP technicians to keep a record of when a call has taken place and what issue the call was referencing. This email can also be used for any follow up correspondence that may be needed for the reported issue.
Start a Live Chat
As an alternative to calling our Technical Support team, you can use our support website's Live Chat feature to speak with a technical support analyst.
To Live Chat with an agent…
- Navigate to support.spectrumvoip.com.
- Create an account or sign into our support site.
Quick Tip: If you are unsure if you have an account, clicking Sign Up or Forgot Password? will guide you to getting logged in.
- Once you are logged in, click the Chat button.
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Use the chat window to report any issues that you are experiencing so that you and our team can work toward a solution.
If your issue is not business-impacting, an email to our support team might be your best option to save yourself valuable time.
Quick Tip: Non-business-impacting requests include things like:
- Phone name updates
- Adding logos to phones as a wallpaper
- Directory updates
- Minor inbound call routing adjustments
- New number purchases
- Setting holiday routing and messages in advance
An email can be sent to support@spectrumvoip.com. Sending an email will create a ticket for one of our agents to respond to within about 24 hours.
A new email/ticket can also be started from our support site by clicking on the Contact Us section here.
Submit a Ticket
Instead of calling our technical support team, you can submit a ticket to our technical support team online in two ways:
- Use our Support Website.
- Use the Contact Us page of our Knowledge Base.
Use Our Support Site
- Navigate to support.spectrumvoip.com.
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Click Submit a request.
- Fill out the form with the following information:
- Subject - Type a brief description of your issue along with the name of your business.
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Description - Describe your issue and include information such as…
- Contact information.
- The extension number and/or phone number affected.
- Severity of the issue.
- Duration of the issue.
- Any troubleshooting done.
- Any recent network changes.
- Any events such as a storm, internet outage, power outage, etc.
- Attachments - Attach any pictures, screenshots, and other media files that help describe your issue.
- Click the Submit button.
Use Our Knowledge Base
- Navigate to https://documentation.spectrumvoip.com/contact-us.
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Click Contact Us.
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Fill out the contact form with the following information:
- YOUR EMAIL ADDRESS - Type in your email address to send any responses to.
- SUBJECT- Type a brief description of your issue along with the name of your business.
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DESCRIPTION- Describe your issue and include information such as…
- Contact information.
- The extension number and/or phone number affected.
- Severity of the issue.
- Duration of the issue.
- Any troubleshooting done.
- Any recent network changes.
- Any events such as a storm, internet outage, power outage, etc.
- Follow the reCAPTCHA prompt.
- Click the Submit Ticket button.
Get Support After Hours
SpectrumVoIP's after-hours support is available on an emergency basis. If your business experiences a catastrophic event that causes the phones to go offline during the night hours or weekends, please do not hesitate to call in for support.
Our after-hours support is handled through voicemails. Once our after-hours support team receives a voicemail, an on-call agent will create a ticket and respond to your emergency request as soon as possible that same day.
To leave our support team a message for emergency help, call the support number and leave our support team a voicemail that includes:
- The name and number of the best person to contact for troubleshooting.
- The business' name and main phone number.
- A brief description of the issue.
- A summary of any troubleshooting steps that have already been performed.