When support is needed, Meganet is here! Our highly knowledgeable and super friendly Support Team will be sure to support your technical request/s as diligently and straightforwardly as possible. Please be sure to view our Support Resources section for common service configurations and our extensive knowledge base. It's full of helpful information.

Live Telephone Support is available during normal business hours:

Mon - Fri: 9am - 9pm.

Sat - Sun: 10am - 7pm.

See what customers have to say about our customer service and support!

Structure

Technical Support is divided into two main groups with Residential and Commercial divisions. Each division has several levels of escalation. When a customer contacts the help desk first level technicians will answer the call and try to resolve the problem immediately. Should the call require escalation, a help desk ticket will be opened.

The technician will need the following information to properly assist you and create a ticket.

Account Number
Contact Name
Contact Number
Contact Email Address
Company Name
Detailed Description of Problem

A technician will provide a ticket number upon completion of the ticket. Reference this ticket number when closing or updating the information on the help desk ticket. Once a ticket is opened it is immediately escalated to the next level of support. All tickets are updated throughout the day with the only exceptions being Billing and Domain Name related tickets.

Open tickets that do not reach resolution status within 12 hours are automatically escalated to a supervisor for review, re-assignment, or further escalation. A ticket reaches resolution status when the problem has been identified and Estimated Time to Resolve (ETR) has been appended to the ticket.

Email Support is available during normal business hours and is the fastest way to resolve most technical support issues (provided you can send and receive email). First level, second level, and supervisors immediately pick up questions sent to support@meganet.net

Remote Support is available for current subscribers who require technical related support for Meganet services and who are able to retain constant network connectivity. If you are a current Meganet subscriber and can retain a constant connection to the internet, you can submit an online support request here. A friendly, knowledgeable Help Desk Associate is only one click away!

After-Hours Support is an option available to dedicated leased line (Frame - T1) and collocation customers only. After-Hours contact numbers are available from your commercial account executive. Customers utilizing after-hours support must be able to reboot customer premise equipment and verify power status at effected locations. Meganet employs 24/7 monitoring on all lines and data centers. Should an after-hours outage occur no less than 3 senior level technicians will be notified.

Main Meganet Support Telephone Number 1-877-Meganet (634-2638) or 508-646-0030. Email: support@meganet.net