My service isn’t working, how do I report an outage? My service seems to be disconnecting a lot, how can I report a trouble?
We encourage all customers to go through our trouble ticket process. We have a 24/7 Help Desk that is available to help troubleshoot issues and if they aren’t able to have the trouble resolved, your tickets get escalated to our techs. By creating a trouble ticket, there is a record of the trouble and a record for the resolution. Please follow these steps and have your account number ready:
- Phone: (937) 653.4000, choose option 2 for the 24/7 Help Desk.
- Computer: Log onto SmartHub—Available 24/7!! From ctcomm.net, choose “Bill Pay” and log into your account. On the HOME screen, you can choose REPORT A PROBLEM from the QUICK LINKS on the left-hand side, provide the appropriate information and a contact number for follow up.
- Mobile: Use the SmartHub App—Available at the AppStore (iPhone) or Google Play (Android), you can download the SmartHub App, choose CT Communications as your service provider and log in with your username and password! From the HOME screen, you can choose REPORT A PROBLEM, provide the appropriate information and a contact number for follow up.
- Office: Stop by the office at 126 Scioto St., in Urbana to report a trouble, you can talk to a Customer Service Representative over the counter and we will ensure a trouble ticket gets created; provide a contact number for the CSR or tech to be able to follow up. The office is open 8:30am to 5pm, Monday through Friday (closed some holidays).
Customers who wish to use SmartHub or the SmartHub App but don’t already have a username and password can call (937)653.4000 and choose 0 for Customer Service for help setting them up in real-time!