Reporting a Service Trouble
How to report trouble with your existing service
Once your service has been installed, you can report service troubles and initiate repairs 24 hours a day, 7 days a week, 365 days a year.
How to contact us
As a valued Navigata customer we are pleased to provide you with a single point of contact to report any service issues:
| Wholesale/Carrier Customers: | 1.877.810.9999 |
| Enterprise/Large Business Customers: | 1.800.667.4941 |
| Small Business/Residential Customers: | 1.877.477.5266, Option 1, 1 |
Note: Before placing a trouble call please ensure you have access to your Company Name, account number and any relevant circuit numbers relating to the service in question
Trouble Reporting Process
In order to ensure that you receive prompt and efficient service, we use the following process to report a trouble:
- Call your designated toll-free number to report a trouble with your Service.
- The Service Representative receiving the call will log a trouble ticket and provide you with a trouble ticket number for future reference.
- A technical resource will contact you to acknowledge and respond to your trouble ticket.
The mean time to repair (MTTR) or resolve a trouble ticket is dependent on the type of service provided. Please refer to the Service Level Objectives that pertain to your service for further information on these timeframes.
Mean time to Repair is calculated from the time of initial report of a trouble to Navigata, to the time of problem resolution. Should the time to resolve a trouble ticket exceed the mean time to repair, you may request escalation to the next level as per the appropriate escalation tables.
Email Us
If you have a question about your service or have a non-urgent repair issue, please email us at connections [at] navigata.ca or fill in our handy contact form. Your email or contact requests will be responded to within 1 business day.