How do I report a problem with my equipment or service?
Quadrigae is always the first line of support for any issues with equipment or services. CALNET-3 Customers wishing to report problems, request support, or check the status of any request may send requests to Quadrigae using any of the communications methods below:
1) Primary Phone: (800) 204-1869
2) E-Mail: firstname.lastname@example.org
3) Alternate Phone: (814) 691-5913
4) Text Message: (814) 691-5913
5) Internet Website: www.quadrigaeglobal.com/help-desk
6) U.S.Mail/FedEx/UPS/etc.: 24 Thorn Hill, Irvine, CA 92602-2413
If there is no immediate answer to voice calls, requestor should leave a brief message containing at-a-minimum the caller’s name, organization, direct phone number and a brief description of the issue. During regular hours (7am to 7pm Pacific Time) Quadrigae will respond within one hour.
Quadrigae will provide a unique trouble ticket number that will be used to track the request until it is closed. Each Customer will be segregated from all other Customers within this tracking system. Customers may call back into the 800 number at any time to check the status of their trouble ticket.
The Customer will be contacted when a resolution is reached concerning their trouble ticket.
After hours, or in emergency situations when a customer is unable to get immediate response from Quadrigae, they should call the following number:
33# dialed from any handset (does not work with prepaid service)
After such an emergency call is made, the customer must contact Quadrigae, as time permits, to provide the trouble ticket number, a description of the problem, and the resolution if any. Otherwise, Quadrigae will continue to track the issue and assist until it is resolved.
All user organizations should provide Quadrigae with the e-mail address(es) of key personnel to be notified of network maintenance or outage information so that trouble calls will not be initiated during these periods when network degradation is expected.
Customers will be provided full access to only their own trouble ticket data via www.quadrigaeglobal.com/help-desk.