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Customer Support

At Your Service with Always-On NOC Monitoring

 

We stand by our work. And, if something’s not working right, we solve it. Our Network Operations Center (NOC) is available 24/7/365 to monitor, manage, and maintain visibility and control over the MWFN Network to ensure it's operating at optimal efficiency. In fact, with NOC monitoring and built-in redundancy protection, our customers may not even know there was an issue until after it’s been resolved.

 

If you are a current customer experiencing a service outage, please call 866-831-1661 for immediate assistance or open a ticket below.

What to Know Before You NOC

 

To better serve you, it is recommended to have the following information ready:

 

  • Contact name, phone number and email
  • Circuit ID
  • Entity or company name
  • Service address

OPEN A TICKET

 

For Immediate Response – Speak to a NOC specialist by calling 866-831-1661

 

Support Service Documents

 

Service Level Agreement

Acceptable Use Policies

FAQ

 

GENERAL/CUSTOMER SERVICE QUESTIONS

How is MWFN classified?

MWFN is classified as an Alternative Telecommunications Utility (ATU) under Wisconsin statute 196.01. This provides MWFN authority to act as a service provider with access to public easements, utility poles, and other utility rights-of-way. We have gone through the state of Wisconsin’s extensive licensing process through the Public Service Commission of Wisconsin to construct, own, and lease fiber optic networks.

Do you work with non-commercial clients?

No. MWFN does not provide services to individual households.

What does being “carrier-neutral” mean?

As a carrier-neutral provider, MWFN provides our clients with flexibility, since we aren’t tied to any one service provider. When you choose to work with us on a network solution, data colocation or managed IT infrastructure management, you won’t be bound by the limitations (and pricing) of a specific carrier. Because we can provide a connection where others can’t, we offer our clients a critical link between point A and point Z.

Where is your service area?

We primarily serve Wisconsin and locations in the Midwest. However, our network is constantly growing as demand for service increases. Please view our network map or contact us to learn more about service in your area.

How long do jobs typically take?

The length of time depends on the complexity of the job. In some cases, such as when a customer is located in a facility that is already “on-net” for us, MWFN could have them up and running in just a couple of weeks. For an accurate estimate, please contact us for a quote.

How do I report an issue?

For critical service affecting issues/outages –

Open a ticket, choose Option 1 -OR- Call the MWFN NOC at 866-831-1661
With either option, every report will receive a standard trouble ticket number which allows for efficient tracking and communication of your unplanned service affecting issue/outage. MWFN ensures that doing either option is the fastest way to resolve a service issue.

 

For NON-critical service affecting issues/outages –

Open a ticket, choose Option 2
Your report will receive a standard trouble ticket number which allows for efficient tracking and communication. A Network Specialist will reach out within 24 to 48 hours to resolve your non-affecting service request.

 

To better serve you – It is recommended to have the following information:

  • Contact name, phone number and email
  • Circuit ID
  • Entity or company name
  • Service address
BILLING QUESTIONS

Who do I contact for a question on my invoice?

Please contact your Account Manager by phone between Monday – Friday, 8 a.m. – 5 p.m. CST, or email sales@midwestfibernetworks.com

What does “MRC,” “NRC,” “FCC,” and “WI PSC” mean?

These are standard telecommunications billing references.

 

  • MRC - Monthly Recurring Charge (monthly service fee)
  • NRC - Non-Recurring Charge (one-time fee)
  • FCC – Federal Communications Commission (Collection of regulatory fees mandated by Congress and paid back to FCC)
  • WI PSC – Public Service Commission of Wisconsin (Regulatory of the state’s utilities & paid back to WI PSC)

What is MWFN’s billing cycle and terms of invoicing?

All invoice terms are Net 30 days. MWFN bills the customer for the current month, and invoices are generated prior to the first of the month. For example, a January 1 invoice will show charges from January 1-31. A late payment fee will be applied to any outstanding invoices past 30 days based off the terms & conditions stated in your MWFN contract.

Does MWFN prorate Invoices?

MWFN does prorate invoices based off of the Completion Notification Billing Commencement Date when services have been turned over.

How are invoices delivered to my company?

MWFN invoices are delivered via email (preferable) or by mail to the individual and/or group that was communicated to your Account Manager. To update your billing point of contact:


1) Contact your Account Manager -OR-
2) Open a Ticket, choose Option 3 -OR-
3) Email sales@midwestfibernetworks.com

What forms of payment are accepted?

MWFN accepts the following payments:

  • ACH (preferable)
  • Physical check
  • Wire transfer and/or credit payments (Please note – additional processing fees are applied to all credit card payments)

 

If a physical check is mailed, please send all payments to the address below.


Midwest Fiber Networks, LLC
6070 N Flint Road
Glendale, WI 53209


To ensure that your payment is properly credited to your account, we ask that the physical check is received (2) business days prior to the due date and the Invoice #’s are indicated on the physical check. Please reach out to accounting@midwestfibernetworks.com to obtain ACH Account information.

Is there an online billing portal?

At this time, MWFN does not offer a billing portal.

REAL-TIME MONITORING

 

Looking to view real-time usage or historical data via PRTG on your MWFN service connection?


Reach out to your Account Manager or sales@midwesfibernetworks.com to obtain a custom login and password. (Portal Access not available for unmanaged dark fiber customers).