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?
How do I contact Billing?
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 Cogent through the appropriate e-mail listed above and we will update our records. Please put "Contact Change" and your account number in the subject line.
What is Cogent's SLA?
In your contract, the SLA will be outlined. SLA's vary depending on the kind of service requested.
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; 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 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 (unless otherwise stated in your contract).
Can I call a Cogent technician for help in configuring my LAN and/or servers?
Cogent technicians do not provide support beyond the customer demarcation (i.e. customer LAN). If you need assistance with DNS changes, please email us at the appropriate NOC e-mail listed at the top of the page.
Where is Cogent's Acceptable Use Policy (AUP) posted?
Cogent takes its abuse policy very seriously. You can find it
here.
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.
How do I cancel my 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
termsEU@cogentco.com. All termination requests sent to Cogent or any of its employees must be documented in writing.
