AT&T CLEC Escalation Matrix

Resale and Local Wholesale Complete (Req Type=EB & MB) PF Escalation Policy basic information is outlined in the CLEC on Line - Customer Service Contact. https://clec.att.com/clec/ For complete instructions please view Accessible Letters CLECALL15-013 & CLECSE15-042.
For Loop (Req Type=AB) facility issues, please utilize the provisioning contacts listed in the Center Contacts tab above.

• Escalations are defined as issues, problems, and service requests that are not meeting CLEC expectations in problem resolution at the Service Representative level.
• Expedites - Refer to the CLEC Handbook Section "Ordering" select General Ordering UNE or Resale. Then select "Expedites" for definition of Expedites and expedite process.
• CLECs required to order their services from the Access Tariff will find Ordering and Maintenance Escalation information at AT&T Business Prime-Access.

• Orders included in the LNP A&D process
• LNP associated with DS0 level loops
• LRN corrections
• Premature disconnection of non-complex services prior to port activation

• Telephone numbers associated with complex translations such as Route Indexes, Trunk Groups or Hunt groups
• Telephone numbers riding S1 and above Circuit types prior to conversion

• Isolate trouble including review of premise equipment
• If trouble isolated to AT&T Network, including translation issues, please, call the number in the Center Contacts tab, for the appropriate region and product type.
• State "Premature disconnect of pending LNP conversion", provide specific telephone numbers and/or AT&T service order numbers that were provided on the FOC.
• Include detailed trouble description such as "Disconnect recording on line(s)", "callers get ring, no answer/fast busy".
• If trouble isolation points to physical disconnection of the DS1 facility, provide circuit ID of the line, if known.