Frequently Asked Questions
Cogent Communications prides itself on superior customer service. Below are some questions that are frequently asked of our support team. Scroll down to review all the questions and their corresponding answers.
How do I contact Customer Support?
For customer service questions, Cogent's support group is available to you 24 hours a day. Please make sure to have your
Customer Account Number ready for your call or include it in the Subject Line of any e-mail you send.
Internet Services
Telephony Services
| Technical Support |
Phone: 1-416-865-5010
Fax: 1-416-864-6525
care@cogentco.com
Please include your company name and address along with your contact information with your support e-mail request.
|
| Contact Changes |
care@cogentco.com
Please include "Contact Change" in the subject line.
|
| Conferencing Support |
Phone: 1-416-645-2939 OR 1-866-960-4222
conferencehelp@cogentco.com
|
How do I contact Billing?
Some of our most common billing questions are answered below. If you don't see the information you need, please call us or email us as follows:
Billing Phone: 1-416-864-6570 (Please have your customer account number ready)
Billing Toll Free: 1-877-7-COGENT (877-726-4368). Select option 1.
E-mail:
care@cogentco.com (please include your customer account number)
Who do I contact with questions about my monthly invoice?
Cogent has a monthly-based bill cycle that is processed after the 20th of the month. We bill a month in advance, so a bill for the January 20th cycle reflects your payment due for service from February 1 - February 28th. For the first month that you receive service, you will have an invoice that reflects the prorated amount back to your installation date, PLUS the amount for the next month. For more information on this issue and all other invoice questions, click
HERE.
What is Cogent's billing address?
|
Billing Address:
|
Cogent Communications
Billing Dept
220 Yonge Street, Suite 211
Toronto, ON M5B 2H1
|
What will my monthly invoice look like?
Internet:
Because Cogent offers simple, flat rate pricing to all its customers, all monthly invoices have just a single line item. You won't see any distance-sensitive charges, local loop fees or other hidden costs. To view a sample of an invoice and instructions on how to read and understand your initial invoice, click
here.
Telephony:
Cogent's voice bills are customized to the meet the specific requirements of our customers. So whether you need to see your bill categorized by extension, departments or client codes, we've got you covered.
How do I obtain an Internet User Guide?
You should have received a User Guide as part of your provisioning process. This guide contains valuable information about your service. If you need another copy, please contact
customer support and they will send you one immediately.
Who is my account manager?
In order to provide you the most rapid response time possible, we do not assign just a single rep to your account. Any of our support staff can view your account information and address your question. Just call or
email us anytime (we are available 24 hours a day. Please make sure to include your account number in any correspondence.).
Is it important for me to keep my account information up to date?
Yes! We keep your contact information readily available in our NOC so we can notify you if we see any problems or if we need to do any maintenance. We monitor your connection 24 hours a day to ensure reliable service. If you have a change in your contact information, please send it immediately to the following addresses and we will update our records. Please put "Contact Change" and your account number in the subject line.
Internet customers:
support@cogentco.com
Telephony customers:
care@cogentco.com How do I change my contact information?
Please email us immediately with any change of contact information at the following addresses. Please put "Contact Change" and your account number in the subject line.
Internet customers:
support@cogentco.com
Telephony customers:
care@cogentco.com What is Cogent's SLA?
Cogent offers one of the best SLAs in the industry. Cogent's SLAs are listed under each product description and can be viewed by visiting the appropriate product page(s) in which you are interested.
How do I request an SLA credit?
In order to initiate a claim for Service Credit, Customer must contact Cogent's
customer service group within seven (7) business days after the end of the month for which credit is requested. The Service Credit request must provide: (a) the customer name and contact information; (b) the date and beginning/end time of the claimed outage or failed metric or the ticket number; and (c) a brief description of the characteristics of the claimed outage or failed metric. Customer will be notified via e-mail upon resolution of the request. If approved, Cogent will issue Service Credit to the customer's account, appearing on the next invoice issued. Service Credits will be credited against a customer's monthly payment for Monthly Recurring Charges and may not be received in the form of a refund.
Can I call a Cogent technician for help in configuring my LAN and/or servers?
Cogent technicians typically do
not provide support beyond the customer demarcation (i.e. customer LAN). If you need assistance, however,
email us and we'll help troubleshoot your issue.
Are there consultants that Cogent recommends to help me with my service?
Yes. Several of our customers have requested assistance in setting up their networks and monitoring their service, so we have pre-qualified several Systems Integrators. Please contact our support group for more information.
Where is Cogent's Acceptable Use Policy (AUP) posted?
Cogent takes its abuse policy very seriously. You can find it
here.
How do I properly report abuse complaints?
Cogent takes its abuse policy very seriously. Please send abuse complaints to
abuse@cogentco.com.
Can I resell my bandwidth?
Cogent NetCentric customers are permitted to resell their bandwidth. However, customers need written approval from Cogent to reference our company name.
Will Cogent Communications host my mail or news groups?
Customers are responsible for hosting their own POP, SMTP, and news servers.
Can I run my own Domain Name Service (DNS) servers?
Yes, you may run your own DNS servers. Cogent will offer DNS name resolution service or host a domain at the customer's request.
How do I get Cogent to host my Domain Name Service?
You will need to register your domain with the proper authoritative servers to point to auth1.dns.cogentco.com and auth2.dns.cogentco.com. When that is complete, email
support@cogentco.com the domain name and zone records for us to create.
How do I request additional IP address space from Cogent?
You will need to fill out an IP questionnaire to get additional IP space. You can obtain the questionnaire by clicking
here. Place the text from the questionnaire in the body of an e-mail, fill it out, and then send it to
support@cogentco.com.
How do I set up BGP for my account?
You will need to fill out a BGP questionnaire. You can obtain the questionnaire by clicking
here. Place the text from the questionnaire in the body of an e-mail, fill it out, and then send it to
support@cogentco.com.
How do I set up Backup Mail Exchangers?
To set up backup mail exchangers you will need fill out the SMTP Questionnaire. You can obtain the questionnaire by clicking
here. Place the text from the questionnaire in the body of an e-mail, fill it out, and then send it to
support@cogentco.com.
What type of Value Added Services (VAS) does Cogent offer?
Cogent offers an excellent security service to complement your Internet connection. Click
here to read more.
If I know another tenant who wants Cogent Internet service, can I get a referral fee?
Yes! Many of our customers have heard about us from other satisfied users in their building. You can contact your sales rep, or you can fill out the form at
www.cogentco.com/referral.php. Once the interested tenant has signed up for service and been installed for 30 days, Cogent will send you a gift certificate ranging in value from $100 to $300, depending on the product you referred.
How do I cancel my Internet contract?
Please review your contract to determine your terms. If you are at the end of your term, we require 30 days written notice. Please send this information to
terms@cogentco.com. All termination requests sent to Cogent or any of its employees must be documented in writing.
How do I get a copy of the Customer Newsletter?
Cogent sends its quarterly newsletter to all customers. If you are not receiving one, or if you are interested in receiving back issues, please email us at
newsletter@cogentco.com. If you would like to opt out of our newsletter, send an email to the same address with the subject line "Opt Out".
