Repair and Installation Services
Repair Services
To report a problem with your telephone service log a trouble ticket in our Telephone Workorder System (Compco). For a critical issue, after logging the trouble ticket, note the ticket number and please call (802) 828-3400 or Email Telecom@state.vt.us.
In most cases the issue will be need to be reported to the telephone carrier for final resolution.
Voicemail System Outage – vendor will acknowledge DII’s report of the issue within 1 hour; 4 hour communications until the issue is resolved.
Voicemail Mailbox password reset – vendor will acknowledge DII’s report of the issue within 1 hour; 4 hour communications until the issue is resolved.
Long Distance Authorization code – vendor will acknowledge DII’s report of the issue and respond within 24 to 48 hours.
Onsite equipment issue - vendor will acknowledge DII’s report of the issue within 2 hour; 4 hour communications until the issue is resolved. 24 to 48 hours to schedule a site visit if remote attempts to resolve fail.
Requesting New Services
Each Department has at least one individual who is authorized to submit work orders through the online worker order request system. Requests for installation services need to go through your department Telecom Requestor. They can access the Telephone Workorder System (Compco) to submit the work order.
Line conversions – vendor will complete task within 4 to 10 business days of the received request.
Installation of a new telephone line – vendor will complete task within 3 to 5 business days of the received request.
Move of an existing telephone line to a new building – upon approval of sufficient facilities at the new location, the vendor will complete the task within 4 to 10 business days.
Changes to an existing telephone configuration – upon approval 1 to 4 business days of the received request.
New/Disconnect Authorization code and Calling Card requests – Out of State within 3 to 5 business days of the received request. In State – within 48 to 72 hours after receipt of request.
Supply order – within 1 to 4 business days if item is in stock; 4 to 10 if required to order
Installation of new Voice/Data jacks – Terms of completion are agreed to post the contractor reviewing the scope of work and requirements from other skilled trade laborers. In general requests are completed within 3 to 6 weeks of the request.
Telephone Workorder System (COMPCO) Enhanced
DII Telecommunications is pleased to announce that we are improving our customers' access to our service requestor system known as Compco. Starting Wednesday, October 14th, 2009, submitting requests and trouble reports to us will be done through a more user friendly "shopping cart" style interface.
Your user ID & password are the same, and so is the web address https://telecomservices.dii.state.vt.us/webapp
This new interface not only promises to eliminate all of those pesky errors you've been getting, it also allows you to fill a shopping/service cart with the new services, features & telecom supplies your office needs. This system is more user friendly and easier to follow and understand than our current interface. We are very pleased to be able to offer this vast improvement to our customer and hope you will agree that is a greatly improved process. Click the link below to obtain instructions.
