CUSTOMER SUPPORT

Powering customer care in a connected world

At vCom, we’re dedicated to providing a seamless support experience through our expert team, intuitive platform, and efficient processes. Our Customer Care Center is here to ensure your needs are met quickly, whether through self-service options or direct assistance from a dedicated support representative. Every step of the way, we’re committed to making your experience exceptional.

💙OUR CARE MISSION 💙

Building real connections through exceptional service, innovation and support

Our Customer Care Center is dedicated to building authentic relationships with our customers by providing outstanding service and support that goes beyond expectations. We prioritize a collaborative environment where every interaction is driven by empathy, efficiency, and excellence. This commitment is supported by a strong foundation of people, processes, and technology, ensuring a seamless and exceptional experience.

Overview

Your dedicated support partner

At vCom, delivering an exceptional customer experience is our top priority, and the Customer Care Center is here to provide the seamless, personalized support you deserve. Whether you need assistance with an inquiry, have a service request, or require issue resolution, our dedicated team is ready to help—quickly and efficiently.

The Customer Care Center serves as your single point of contact for all non-trouble ticket customer service and support needs. By streamlining tasks previously managed by multiple teams, we’ve created a more efficient experience that ensures faster response times and improved resolution, while allowing our internal teams to focus on delivering even greater value.

HOW WE SUPPORT YOU

Our commitment to your success

Our vCom approach is built on three core pillars:

People – A proactive team committed to delivering a positive, world-class customer experience.
Platform – A dynamic support system with AI-driven self-service options and seamless access to live experts when needed.
Process – Continually refined workflows that enhance efficiency and ensure the best possible service.

You can reach the Customer Care Center by phone, email, or by submitting a case in vManager. Our team responds to calls and chats in real-time and emails within 30 minutes. Every Customer Care Representative takes full ownership of your request from start to finish, ensuring a smooth and efficient resolution—with warm transfers if another team needs to be involved.

With the Customer Care Center, you gain more than just support—you gain a dedicated partner committed to making your vCom experience effortless and exceptional. We’re here whenever you need us.

Customer Care Center

Frequently asked questions

How can you contact the Customer Care Center for assistance?

There are several ways to reach our Customer Care Center for support:

Open a support ticket via vManager.
Call us at 800-804-8266, then select Option 4.
Email us at customercare@vcomsolutions.com.

What are the operating hours?

Our operating hours are from 7:00 AM to 4:00 PM Pacific Time.

What types of support does the Customer Care Center offer?

The Customer Care Center provides support for a variety of customer inquiries, including:

Coaching customers on self-service capabilities and offering Q&A support for network and mobility-related questions.
Assisting with administrative and feature-related questions, billing inquiries, asset and inventory management, order status updates, and trouble ticket resolutions.
Supporting customers with reporting inquiries and calculations for early termination fees (ETFs).
Facilitating onboarding and offboarding processes, and assisting with change order requests for non-price-impacting or catalog-related items, ensuring a smooth and efficient customer experience.

Why did we create Customer Care Center?

The Customer Care Center was created to offer our customers a dedicated point of contact for all non-troubleshooting support needs across multiple channels. Our goal is to engage with customers on their terms, providing assistance with any customer service-related inquiries. By consolidating tasks that were once managed by multiple teams, the Customer Care Center enables those teams to focus more efficiently on their core responsibilities, ensuring a seamless and more effective experience for both customers and internal teams.

When did the Customer Care Center begin supporting existing customers?

The Customer Care Center began supporting vCom customers on February 3rd, 2025.

Will this change impact my service level?

No, it will not. vCom is dedicated to providing exceptional service and support that exceeds customer expectations. The Customer Care Center enhances our ability to address customer inquiries and resolve issues more efficiently and comprehensively, ensuring the same high level of service you’ve come to expect.