Support Team

Wholesale Fault Reporting Procedure

To ensure your tickets are resolved as quickly as possible, please include the following information when you open a ticket:

  • Your Company Name
  • Your fault reference
  • Contact details of your Customer NOC/Helpdesk
  • Name of contact person (if applicable)
  • Details of the issue:
    • Is this a destination or single number issue?
    • When were these numbers tested? Precise date/time stamp with time zone.
    • Is this a quality issue, network fault or complete loss of service? Please provide relevant details related to the fault reported.
    • What have you tested and what results did you receive?
    • Severity of fault: Complete, Partial, Intermittent

Escalation Procedure: IDT Customer Fault Escalation Matrix

Level 1

Severity

2 hours

Contact:

Carrier Support Team

Email:

carriersupport@idt.net

Telephone:

+19834387454

+442070286514

+19834387454

Level 2

Severity

4 hours

Contact:

Chris Reyes (Supervisor)

Email:

christopher.reyes@idt.net

Telephone:

+1973438342138

Level 3

Severity

2 hours

Contact:

Andrew Redman (Manager)

Email:

andrewredman@idt.net

Telephone:

+442070286396

* Relevant Commercial personnel within IDT Global Ltd are notified when a ticket is created
and are kept informed on current status.

Looking for
simply better
Let us empower your success with simply better prices