Various Qwest Wholesale Organizations support your service delivery efforts. Refer to individual Qwest Wholesale Products and Services for specific details or contact your Qwest Account Team/Sales Executive or Service Manager for additional information. You may also contact Qwest via Customer Service.
Doing Business with Qwest
Qwest provides step by step instructions and a checklist to guide you as you establish your relationship with Qwest. To work through this process with a Qwest representative, contact the Manager - Interconnection Agreements by e-mail, by telephone at 303-965-3029, or by FAX at 303-896-7077 to begin negotiations.
If you are a new Competitive Local Exchange Carrier (CLEC) and are ready to do business with Qwest, view the Getting Started as a Facility-Based CLEC or the Getting Started as a Reseller. If you are an existing CLEC wishing to amend your Interconnection Agreement or your Customer Questionnaire, see those product catalogs for additional information.
Account Team / Sales Executives and Service Managers
Your Qwest Account Team will be your first point of contact to begin conducting business with Qwest. Click here to view the Account Team / Sales Executives and Service Managers Roles and Responsibilities. For all Qwest commercial local exchange services products(e.g. Qwest Local Service Platform ™(QLSP™), sales and service support will be handled by your Service Manager. If you do not know your assigned Qwest Sales Executive or Service Manager, use the Qwest Wholesale Information Tool (QWIT) to locate the Qwest Sales Executive or Service Manager assigned to your company. If you do not find your Qwest Sales Executive or Service Manager, contact our Sales Operations at 206-346-9855 for assistance.
Calls to Qwest may be monitored or recorded. You will hear the following announcement when you call: "Thank you for calling Qwest. This call may be monitored or recorded for quality assurance or training purposes".
Wholesale Customer Contacts are available throughout Qwest's 14-state local service territory.
Tariffs, regulations and policies are located in the state specific Tariffs/Catalogs/Price Lists.
General pre-ordering activities are described in the Pre-Ordering Overview.
Detailed information on how to use Qwests IMA Pre-Ordering functions can be found in the IMA GUI and Extensible Markup Language (XML).
To request a Qwest Customer Service Record (CSR), contact the Customer Service Inquiry and Education (CSIE) Center:
| To Request a CSR | Contact | Hours of Operation | |
| CSR Hotline for Local Service Requests (LSRs) | 866-434-2555 | Send an e-mail request to csie@qwest.com. To initiate your e-mail CSR request, you need to complete and send the CSR Request Form, which will be processed on a first in - first out basis. | Monday-Friday 7:00 AM - 7:00 PM Mountain Time |
If you are not an IMA user, you may contact the CSIE to perform Loop Qualifications at 1-866-434-2555.
If your end-user requires extensive and complex facility rearrangement/relocation/replacement related to construction, demolition, planning and placement of conduit and Network Interface Device (NID), right-of-way, or other situations that will require engineering and special construction, the property owner/developer may contact the Developer Contact Group (DCG) to obtain the Qwest engineer's name and telephone number for a consultation on their project. CLECs will not be provided information by the Developer Contact Group (DCG). Engineer information must be provided directly to the property owner/developer.
| For assistance with: | Who to Contact | Contact Number | Hours of Operation |
| Property Owner or Developer who needs to request consultation with a Qwest engineer | Developer Contact Group (DCG) | 800-526-3557 | Monday-Friday 7:00 AM - 5:00 PM Mountain Time |
General ordering activities are described in the Ordering Overview.
IMA Facility Based Directory Listings (FBDL)
| For assistance with: | Who to Contact | Contact Number | Hours of Operations |
| IMA/FBDL/LSTR NOTE: System hours of operation are available at: http://www.qwestservice.com/wholesale/cmp/ossHours.html |
Wholesale Systems Help Desk | 888-796-9102 | Monday - Friday 6:00
AM - 7:30 PM Mountain Time Saturday 8:00 AM - 2:00 PM Mountain Time |
| Listing Orders or Directory Service Error & Confirmation Detail (DSRED) | Listing Operations Center (LOC) | 800-347-8353 |
Monday - Friday 7:00 AM - 8:00 AM Mountain Time |
| 888-253-8593 FAX: 866-599-9905 CO, IA, ID, NM, MT, OR, WA and WY 800-347-8353 |
Monday - Friday 8:00 AM - 4:00 PM Mountain Time | ||
| 888-253-8593 FAX: 866-588-8896 AZ, CO, IA, ID, MN, ND, NE, NM, MT, OR, SD, UT, WA and WY |
Monday - Friday 4:00 PM - 5:00 PM Mountain Time | ||
| CLEC Listing Account Support/Questions | wls.team@qwest.com | N/A |
Directory Listing Inquiry System (DLIS)
| For Assistance with | Who to Contact | Contact Number | FAX | Hours of Operation for DLIS only |
| DLIS NOTE: System hours of operation are available at: http://www.qwestservice.com/wholesale/cmp/ossHours.html |
Wholesale Systems Help Desk | 888-796-9102 | NA | Monday - Friday 6:00 AM - 7:30 PM Mountain Time Saturday 8:00 AM - 2:00 PM Mountain Time |
Directory Assistance Lists (DAL)/Directory Delivery Lists/Directory Publisher Lists/QSearch
| For Assistance with | Who to Contact |
| Directory Assistance List (DAL) | wls.team@qwest.com |
| Directory Delivery List (DDL) Directory Publisher Lists (DPL) |
wls.team@qwest.com |
| DAL, DDL, DPL Product Management Support | LSG.Support@qwest.com |
| DAL Maintenance and Repair Listing-Discrepancy | Listings.Escalations@qwest.com |
| QSearch New Customers Billing Issues Passwords-Resets Maintenance-Repair |
Qsearch@qwest.com |
| QSearch Help Specialists | Qsearch@qwest.com |
Qwest Official Publisher - Dex®
| For Assistance with | Who to Contact | Contact Number | Hours of Operation |
| Requesting Published Directories | Dex® | 877-243-8339 | Monday - Friday 7:00 AM - 6:00 PM Mountain Time |
| Directory Delivery (Dex® White Pages and Dex® Yellow Pages) | The Directory Source | 877-243-8339 | Monday - Friday 7:00 AM - 6:00 PM Mountain Time |
| Dex CLEC Relations Contact | independentlistings@dexknows.com | 800 422-1234 | N/A N/A |
| Dex Publisher Services | For Billing Questions | 800 422-1234 | N/A |
| Dex Publisher Services | For Directory Advertising | 800 422-1234 | N/A |
Complex Listing Center
| For Assistance with | Who to Contact | Contact Number | FAX | Hours of Operation |
| Complex Listings | Complex Listing Center | 800 525-8534 | 800-339-7950 | 6:00 AM - 5:00 PM Mountain Time |
Customer Service Centers
Requesting Customer Service Records (CSRs)
Pre-Ordering information can be found in the Pre Ordering Overview. Customer Service Record request numbers are:
| To Request a CSR | Contact | Hours of Operation | |
| CSR Hotline for Local Service Requests (LSRs) | 866-434-2555 | Send an e-mail request to csie@qwest.com. To initiate your e-mail CSR request, you need to complete and send the CSR Request Form, which will be processed on a first in - first out basis. | Monday-Friday 7:00 AM - 7:00 PM Mountain Time |
Service Request Order Processing
General ordering activities can be found in the Ordering Overview with provisioning and installation activities identified in the Provisioning and Installation Overview.
To discuss order processing or to send associated information to the Center for processing, contact our Customer Service Center. Based on the location of your end-user and the type of service you requested, Local or Access Services, our Service Center numbers are:
| Location | Contact | FAX (only for manual processing LSRs) | Hours of Operation |
| Customer Service Inquiry and Education (CSIE) Center | 866-434-2555 OR csie@qwest.com* | 888-796-9089 - All but Simple Port requests
877-343-7542 - Simple Port requests only |
Monday-Friday 7:00 AM - 7:00 PM Mountain Time |
If calling to discuss multiple items, up to five tickets per call can be opened.
*For all e-mails sent, a call center database ticket will be opened. Status assigned to that ticket is based on the guidelines found in the Ordering Overview. If your contact requires assistance within two hours, Qwest recommends you call and not send an e-mail. Qwest will respond to your e-mail via a phone call and provide you with the call center database ticket number. Include your "can be reached" telephone number in your e-mail.
Only orders due to complete on a Saturday that require a same day cancellation, due date change or concurrence should call 612-327-0511. All other requests should be made the next business day.
To submit an online ticket request, you can go to the Customer Service Inquiry and Education (CSIE) Ticket Submission Form at http://www.qwestservice.com/wholesale/customerservice/csie.html.
Status and Notification on LSRs
For status of requests or notifications, including Firm Order Confirmation (FOCs) and Service Order Completions (SOCs), access IMA Post Order functionality first. Direction is provided in the IMA User Guide in the After Submitting Service Requests section for:
For efficiency, it is recommended that status and notification detail be retrieved via IMA. You may also contact the CSIE for this information.
Jeopardy Notification Response Period
Within 72 hours of receiving the initial jeopardy notice, either an updated jeopardy notification with more specific details of the jeopardy condition or a FOC advising of the new Due Date will be sent to you. If an updated jeopardy notice is sent, we will also send a FOC advising you of the Due Date Qwest can meet when the RFS date is known. Updated notification will be provided within that 72 hour period.
See the matrix under the Jeopardy Notice Timeline section of the Provisioning and Installation Overview.
| Product/Service | Contact | FAX | Hours of Operation |
| LOAs and all service requests except Frame Relay | 800-244-1271 | 800-335-5680 | Monday-Friday 7:00 AM - 6:00 PM Mountain Time |
| Frame Relay | 800-285-8383 | 800-636-8721 | Monday-Friday 7:00 AM - 6:00 PM Mountain Time |
To submit an online ticket request, you can to go the Access Service Request (ASR) Ticket Submission Form at http://www.qwestservice.com/wholesale/customerservice/asr.html.
Emergency & Annoyance Call Handling
You will be assisted by Qwest when dealing with telephone harassment, wiretapping and other law enforcement requests. Qwest will provide tracing and *57 (Call Trace) support. The procedures for Call Trace must be followed prior to calling the Annoyance Call Bureau (ACB). To become familiar or review these procedures see Call Trace.
To request tracing assistance your personnel will contact the Qwest Annoyance Call Bureau (ACB).
| For Assistance | Contact | Hours of Operation |
| Qwest Annoyance Call Bureau (ACB) | 800 582-0655 FAX 206 345-8394 |
8:00 AM - 5:00 PM Mountain Time |
Qwest Customer Service Centers are closed on the following holidays:
General provisioning and installation activities are described in the Provisioning and Installation Overview.
Firm Order Confirmation (FOC) intervals are available in the SIG.
Loss and Completion Reports
| For assistance with: | Contact | Hours of Operation |
| No File Received, Data Content, Missing Orders or Incorrect Data, Change Transport Medium, Re-send Report | Wholesale Systems Help Desk at 888-796-9102 | Monday - Friday 6:00 AM - 7:30 PM
Mountain Time Saturday 8:00 AM - 2:00 PM Mountain Time |
| Loss and Completion Reports not received | Qwest Service Manager |
General maintenance and repair activities are described in the Maintenance and Repair Overview.
Organized geographically, Qwest's Repair Centers are grouped into Wholesale Product or Service Designed and Non-Designed Maintenance and Repair teams:
| Repair Centers | Product/Services | State | Contact | Hours of Operation |
| Qwest Wholesale Repair Center | Design UNE and Complex Products and Services:
|
All | 800-223-7881 | Available 24/7 |
| EEL/LMC | AZ, CO, ID,MT, NM, OR, UT, WA, WY | 800-223-7881 | Available 24/7 | |
| EEL/LMC | IA, MN, ND, NE, SD | 866-706-0619 | Available 24/7 | |
| Repair Call Handling Center (RCHC) | Non-Design POTS:
|
All | 888-405-0083 | Available 24/7 |
| CSIE | If your service request was completed within the past 24 hours | All | 866-434-2555 | Monday-Friday 7:00 AM - 7:00 PM Mountain Time |
Enhanced Services Center (ESC)
The ESC handles calls if your end-user is experiencing difficulty related to Business or Residential Voice Messaging Services or Advanced Intelligent Network (AIN) call features security code (password) resets.
| Service | Contact | Hours of Operation |
| Voice Messaging Services | 800 776-2781 | Available 24/7 |
| AIN security code resets | 800 770-2513 | Available 24/7 |
Qwest CLEC Coordination Center (QCCC)
The Qwest CLEC Coordination Center (QCCC) handles all unbundled loop product installations (Basic and Coordinated) throughout Qwest's 14-state local service territory. The QCCC Coordinators are responsible for insuring the successful completion of the coordinated installation.
| QCCC | Contact | Hours of Operation |
| For installation | 866-549-3846 | Monday - Friday 6:00 AM to 7:00 PM Mountain Time |
| For Warranty | 866-549-3846 | Available 24/7 |
Some of the functions the QCCC can assist with on Unbundled Loop (UBL) installation are:
Escalations
You may initiate an escalation of your service request at any time during the ordering or repair process by calling the appropriate center. Refer to our Expedites & Escalations Overview to review our escalation process.
Qwest's Billing staff assists with your Qwest billing questions. Refer to the following for specific billing related information:
| Qwest Billing Centers | Contact | Hours of Operation |
| All including GET and LEXCIS Billing | 800-335-5672 | Monday-Friday 7:00 AM - 5:00 PM Mountain Time |
Some Qwest products generate usage records or call detail processed within the CRIS billing system. For information regarding these records, refer to Billing Information - Daily Usage File (DUF)
Wholesale Systems Help Desk
Wholesale Systems Help Desk is your single point of contact for system related questions regarding connectivity issues, outputs and system outages. If unable to assist you, the Help Desk professional will refer your information to the proper Subject Matter Expert (SME). The SME will either contact you directly or pass the resolution information to the Help Desk professional who will then provide you the information and confirm resolution.
| Wholesale Systems Help Desk | Contact | Hours of Operation |
NOTE: System hours of operation are available at: http://www.qwestservice.com/wholesale/cmp/ossHours.html |
888-796-9102 | Monday - Friday 6:00 AM - 7:30 PM
Mountain Time Saturday 8:00 AM - 2:00 PM Mountain Time |
Local Qwest 101 "Doing Business with Qwest"
View additional Qwest courses by clicking on Course Catalog
This section is currently being compiled based on your feedback.
Last Update: August 2, 2010
IABS™ is a Trademark of Qwest Communications International, Inc.
Dex® is a Registered Trademark of R. H. Donnelley Company
Qwest Local Services Platform™ (QLSP™) is a Trademarks of Qwest Communications International Inc.
