Frequently Asked Questions

Cogent 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.

Technical Support FAQ

Customer Care / Billing FAQ

 

How do I contact Customer Support?

For customer service questions, Cogent's support group is available to you 24 hours a day. Please visit our Support Desk page for full contact information. Our support engineers will respond and open a trouble ticket to keep track of your inquiry until resolution.

You may also elect to visit Cogent's online account management portal eCogent, which allows you to open a ticket with our support team, perform online configuration updates, such as DNS change requests, and update your contact information.

If you need to report an abuse complaint, please contact our This email address is being protected from spambots. You need JavaScript enabled to view it. team (This email address is being protected from spambots. You need JavaScript enabled to view it..">This email address is being protected from spambots. You need JavaScript enabled to view it.).

back to top

 

Is it important for me to keep my contact 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 This email address is being protected from spambots. You need JavaScript enabled to view it. immediately and we will update our records. Please put "Contact Change" and your order number in the subject line.

You may also visit Cogent's account management portal eCogent, which allows online updates to contact information.

back to top

 

How do I change my contact information?

Please This email address is being protected from spambots. You need JavaScript enabled to view it. immediately with any change of contact information. Put "Contact Change" and your order number in the subject line.

You may also visit Cogent's account management portal eCogent, which allows online updates to contact information.

back to top

 

How do I obtain a 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 This email address is being protected from spambots. You need JavaScript enabled to view it., and they will send you one immediately.

back to top

 

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. Please This email address is being protected from spambots. You need JavaScript enabled to view it. with your request.

back to top

 

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, This email address is being protected from spambots. You need JavaScript enabled to view it. indicating the domain name and zone records for us to create.

You may also visit Cogent's account management portal eCogent, which allows for online DNS configuration.

back to top

 

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 on our website. Place the text from the questionnaire in the body of an email, fill it out, and then send it to This email address is being protected from spambots. You need JavaScript enabled to view it..">This email address is being protected from spambots. You need JavaScript enabled to view it..

back to top

 

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 here for North American customers and for European customers. Place the text from the Questionnaire in the body of an email, fill it out, and then send it to This email address is being protected from spambots. You need JavaScript enabled to view it..">This email address is being protected from spambots. You need JavaScript enabled to view it..

back to top

 

How do I set up BGP for my account?

You will need to fill out a BGP Questionnaire. You can obtain the Questionnaire from us. Place the text from the questionnaire in the body of an email, fill it out, and then send it to This email address is being protected from spambots. You need JavaScript enabled to view it..">This email address is being protected from spambots. You need JavaScript enabled to view it..

back to top

 

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, This email address is being protected from spambots. You need JavaScript enabled to view it. and we'll help troubleshoot your issue.

back to top

 

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 This email address is being protected from spambots. You need JavaScript enabled to view it. for more information.

back to top

 

Will Cogent host my mail or news groups?

Customers are responsible for hosting their own POP, SMTP and news servers.

back to top

 

Who is my account manager?

In order to provide the most rapid response time possible, we do not assign just a single person to your account. Any of our customer care staff can view your account information and address your question. Just call or email us anytime (see Support Desk for contact details). We are available 24 hours a day. Please make sure to include your order number in any correspondence.

back to top

 

How do I contact Cogent's Billing department?

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:

For North America & Asia

Billing Phone: 1-202-295-4380 (Please have your customer account number or order number ready).

Billing Toll Free: 1-877-7-COGENT (877-726-4368) Select option 1.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. (Please include your Customer Account Number or order number).

For Europe

Billing Phone: +33 1 49 03 18 96

Billing Fax: +33 149 03 19 60

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. (Please include your Customer Account Number or order number).

back to top

 

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 28. 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 and all other invoice questions, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. for North America and This email address is being protected from spambots. You need JavaScript enabled to view it. for Europe.

back to top

 

Where should payment be sent, and what is Cogent's Tax ID and wire information?

Payment information is included on your invoice. Please use either that information or contact our Billing department with any further question.

For North America:

Payment Address:

 Cogent Communications

 P.O. Box 791087

 Baltimore, MD 21279-1087

Tax ID:

 FED ID#: 52-2192026

Wire Information:

 SunTrust Bank

 ABA 061-000-104

 Account Number: 702-324-892

 Account Name: Cogent Communications

 Lockbox Account

 

 Bank Address

 SunTrust Bank

 Attn: Wire Transfer Dept.

 25 Park Place

 Atlanta, GA 30303

For Europe:

For local tax reasons, payment information for Cogent services in Europe depends on the country of your service location. Please check your invoice for detailed payment information, or This email address is being protected from spambots. You need JavaScript enabled to view it..

back to top

 

What will my monthly invoice look like?

Because Cogent offers simple products, your monthly invoice for a single, On-Net, flat rate service will have just a single line item. You won't see any distance sensitive charges, local loop fees or other hidden costs.  Off-Net and burstable services have additional line items. Click here to view a sample invoice.

back to top

 

What is Cogent's Service Level Agreement (SLA)?

Cogent offers one of the best SLAs in the industry. Cogent's SLA is listed under each product description and can be viewed by visiting the appropriate product page in which you are interested.

back to top

 

How do I request an SLA credit?

In order to initiate a claim for Service Credit, you must contact Cogent's This email address is being protected from spambots. You need JavaScript enabled to view it. 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. The customer will be notified via email upon resolution of the request. If approved, Cogent will issue a 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.

back to top

 

Where is Cogent's Acceptable Use Policy (AUP) posted?

Cogent takes its abuse policy very seriously. You can find it here and at the bottom of every Cogent web page.

back to top

 

How do I properly report abuse complaints?

Cogent takes its abuse policy very seriously. Please send abuse complaints to This email address is being protected from spambots. You need JavaScript enabled to view it..">This email address is being protected from spambots. You need JavaScript enabled to view it..

back to top

 

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.

back to top

 

If I know another tenant in my building who wants Cogent service, can I get a referral fee?

Yes! Many of our customers have heard about us from other satisfied Corporate users in their building. Please contact your sales account manager who will guide you through the referral process or click on the following link - www.cogentco.com/referrals. Once the interested tenant has signed up for service and been installed for 30 days, Cogent will send you a gift certificate.

back to top

 

How do I cancel my contract?

Please review your contract to determine your terms. If you are at the end of your term, we generally require 30 days written notice. Please send your request to This email address is being protected from spambots. You need JavaScript enabled to view it..?subject=Cancel My Contract">This email address is being protected from spambots. You need JavaScript enabled to view it. (for North America & Asia) or This email address is being protected from spambots. You need JavaScript enabled to view it. (for Europe). All termination requests sent to Cogent or any of its employees must be documented in writing.

back to top

 

How do I pay for my bill online?

Customers in the United States can make payments online via ACH using eCogent, our account management portal. You can either pay on a one-time basis, or you can set up recurring monthly payments. You must be listed as the Billing Contact on your Cogent account to make online payments. You can register for online payment and make payments at eCogent.

back to top

Customer Service

Cogent Communications

Cogent is one of the world's largest Internet Service Providers, delivering high quality Internet, Ethernet and Colocation services to over 43,200 Enterprise and NetCentric customers. Cogent serves over 190 markets in 38 countries across its facilities-based, all-optical IP network.

Acceptable Use Policy - Legal Matters - Contact Cogent WebmasterNet Neutrality