Support

Outage/Trouble Reporting

Telephone Outage/Trouble Reporting

If you experience loss of dial tone or trouble with your telephone service, please follow the procedure below:

1. Please check the box (NID) on the outside of your home or business. If you do not have a modern NID that you can easily check, please let the Customer Service Representative know, when you call our office. How do I check the NID?

2. If the problem is at the NID, please call 903-264-1111 or toll free 1-877-GET-IBBD. During normal business hours: Press 1 to get to a Customer Service Representative; During non-business hours or on weekends or holidays, Press 2 to reach the trouble reporting extension. When reporting an outage or trouble, please be prepared to give the following information:

   • The telephone number that is experiencing the problem
   • The physical address where the telephone line is located
   • The name of the person listed on the account
   • The name of the person reporting the outage
   • A call back number, other than the number that is experiencing the problem
   • The nature of the problem that exist on the telephone line

   Please be aware that if the problem does not exist at the NID, there will be a service fee for our technician coming out. If you report a problem that is cleared before the technician arrives, please call us back as soon as possible so you can avoid a service fee.

Dial-Up Trouble Reporting

Please call Technical Support at 1-877-GET-IBBD, 24 hours a day, 7 days a week.