US Signal’s Service Delivery team is dedicated to providing carrier class service levels to all customers.
Every order is assigned to a dedicated Project Manager. The Project Manager will oversee your order throughout the entire installation process to make sure the service is installed as quickly as possible, as well as keep you informed of any and all developments along the way. The Project Manager will assist you in the following ways:
- Installations – Proactive updates will be provided through every step of the order process. Your Project Manager will guide you through the service delivery milestones and will be able to answer any questions you may have. (Please see the FAQ section for more information.)
- Additions, Moves, and Changes – These order types are also assigned to a dedicated Project Manager and are handled with the same superior service level as new installs.
- Billing Questions – All billing questions will be answered promptly.
Service Delivery and Billing FAQs
- What happens after I sign a circuit contract with US Signal?
- Once the necessary paperwork is complete, an Order Acknowledgment e-mail will be sent to you. This e-mail will include your order number, an overview of what the order includes, and a target date for installation. This e-mail will come from the Project Manager assigned to your order. This is the person responsible for coordinating the turn-up of your services and will be your main point of contact through installation. When the Project Manager has obtained a confirmed due date for the services ordered, a Firm Order Confirmation (FOC) will be forwarded to you. The FOC will contain the due date and circuit ID information. On the US Signal due date, you will receive an Order Completion notice indicating that the services ordered are ready for your use. If testing assistance is needed, you may contact our Network Operations Center at 888-663-1700.
- Who do I call if I need assistance with my service after installation?
- Our Network Operations Center is available by calling (toll-free) 888-663-1700.
- Who do I contact with questions about my bill?
- Please call us toll-free at 866-2-SIGNAL.
- Why is my first bill higher than expected?
- US Signal invoices are dated the 1st of the month and bill one month in advance. Your first invoice will include prorated charges for the time period between the date your service was made available to you and the beginning of the next month. For instance, if your service was turned up on the 15th of the month, your first invoice will have charges for the 15th through the end of the month as well as the normal monthly charges for the next month. Click here for an example
