How to Contact Support

If you need help with your service, billing, deployment, technical issues, or account-related questions, the best way to contact OneProvider is through the support ticket system available in your customer portal. This allows our team to review your request properly and provide the most accurate assistance. OnePanel is the platform used to manage services, billing, and support requests.

Contacting support through the customer portal

To contact support, log in to your customer account and open a support ticket from the portal. This is the recommended method for most requests, including:

• Technical assistance
• Billing questions
• Deployment inquiries
• Service management requests
• Cancellation requests
• General account assistance

Support tickets allow you to provide all the necessary details about your issue and help our team investigate more efficiently.

Why use the ticket system?

The ticket system is the most effective way to receive assistance because it allows our team to:

• Review your request in detail
• Track the history of your issue
• Route your request to the correct department
• Provide written follow-up and troubleshooting steps

Tickets are especially important for technical cases, since these often require diagnostics, logs, configuration details, or verification of account and service information.

Support availability

The ticket system is available 24/7, so you can submit a request at any time.

Please note that availability of the system does not mean replies are instantaneous. Tickets are handled in the order they are received and according to the latest reply in the conversation.

According to the current support policy, the support team is most active during the following hours:

• Ticket support activity: Monday to Sunday, 6:00 AM to 10:00 PM Eastern Atlantic Time (GMT -5)

Requests submitted outside peak activity hours will still be received and reviewed as soon as possible.

What information should I include in my ticket?

To help us assist you as efficiently as possible, please include as much relevant information as possible when opening your ticket.

Depending on the issue, useful details may include:

• Your service ID or server ID
• The affected IP address
• A clear description of the issue
• The date and time the problem began
• Any error messages you received
• The steps you have already taken to troubleshoot

For example, if you are reporting network speed issues, it is helpful to include test results such as speedtest, ethtool, and MTR output, along with whether the tests were performed in rescue mode or normal mode.

Types of requests you can submit by ticket

The support ticket system can be used for a wide variety of requests, including:

Abuse reports and policy violations

If you need to report abuse or a violation of OneProvider policies, reports should be sent to abuse@oneprovider.com.

General contact information

For general company contact information, OneProvider provides the following public details:

• Email: info@oneprovider.com
• Phone: +1 (800) 380-5112
• Website: https://oneprovider.com

For service-related assistance, account issues, billing matters, and technical support, customers should use the support ticket system through the customer portal.

Before contacting support

Before opening a ticket, you may also wish to check these public resources:

• Status page: https://status.oneprovider.com for maintenance notices and service status updates.
• Looking Glass: https://lg.oneprovider.net for network diagnostics and route testing
• FAQ: https://oneprovider.com/en/support/frequently-asked-questions

These tools may help answer common questions or confirm whether a known incident is already affecting services.