Wholesale support

Creating a configuration change request

Most customers can submit configuration change requests for IQ Networking and DIA services in Control Center.

To create a configuration change request:

  1. Click the Service Management tab, then click the Ticketing subtab.

    Control Center displays all repair tickets and configuration requests created in the last 90 days. By default, requests are organized by the date the request was created (starting with the newest). The Status column shows the status for each request: New, Assigned, Pending, Closed, Cancelled.
  1. Click Create New Ticket and select Configuration Change.
  1. To start the request, you'll need the product/service ID for the service you need updated. Do one of the following:

    • If you know the product ID or service ID, type (or paste) it into the Product/Service ID field.

    • If you don't know the product ID or service ID, use the lists to search for the product or service needing updates.
  1. When you find the product/service, click the row for that service ID. 

    IMPORTANT: Network managed devices are frequently bundled with an IQ Networking port/circuit.  If your services are bundled, it's critical—when requesting a configuration change or reporting a repair issue—that you create your ticket on the Managed Services device ID and not on the IQ Networking service ID.
  1. From the Configuration Change Type list, select the type of change you're requesting. Based on the change type you request, Control Center adds additional fields so you can fill out your request. Continue to fill in the fields (fields with a red asterisk are required). When the request is complete, click Next.

    You can submit the request (without verifying contacts or adding attachments)—if you're the contact for the request.

    Note: By default, you'll be listed as the primary contact using the information in your Control Center profile. You can edit your contact information, select an alternate contact from the Primary Contact list, and/or add an additional contact using the Secondary Contact list.
  1. To attach a document:

    • Click Add Attachment, browse to the file you want to attach, then click Open. (You can attach up to two documents—each up to 2 MB.)

    • Click Submit.

Control Center displays a summary of your request along with its associated ticket number. You can view the status of your configuration change request.

Did you know?

  • If you only remember part of the service/product ID, you can use an asterisk (*) as a wildcard to search for similar records (e.g., DS1IT-15111***).

  • If you don't know your service/product ID—or can't remember the city or state—the simplest way to find what you need is by viewing a list of all your services.

  •  For general IP information or to report SWIP abuse, visit the American Registry for Internet Numbers (ARIN) website.
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