How do I get support for my business account?

Call (617) 693-9434 or email [email protected], Monday to Friday 8am–6pm ET — the same local team that answers residential calls, with a few things handled differently for business.

Business and residential support share one phone number, one email address, and one team. Where they differ is what we ask you for and what we can change.

1. Call (617) 693-9434, Mon–Fri 8am–6pm ET. Calls are recorded and you'll hear a notice at the start. Phone support is in English today.
2. Email [email protected]. Put the service address, including suite or floor, in the first line. We answer within 24 hours, and usually within an hour.
3. Sign in at myaccount.bostonbroadband.com for billing and account details.

The service address with suite or floor, the name of someone who can authorize building access if a technician needs to come, and whether the equipment at the demarcation point is yours or ours. If you run your own firewall or router behind our handoff, say so early — it changes where we start looking.

• Business plans have no term contract and no early termination fee, so there's no retention script to get past.
• A static IP address is available on any business plan, and Enterprise Dedicated Internet Access includes static IPv4 with BGP routing available.
• Business Voice is supported even if your internet comes from someone else.
• Availability commitments work differently for business, and differently again for Enterprise DIA. See Does Boston Broadband offer an SLA?
• New business installs start with a site survey rather than a standard appointment.

Priority routing depends on your account terms. Dedicated queue routing, priority handling, an after-hours path and a named contact are all available — what you get is set by your service level agreement, not by a blanket policy that applies to every business account. If you hold an Enterprise DIA or negotiated agreement, that document defines your support path. If you are not sure what yours includes, ask us and we will read it back to you. Outage notification is proactive. When we know about an interruption affecting your site, we send a text message (if you've opted in), a push notification in our app, and an email. You should hear from us before you think to call.

If that didn’t work

Call (617) 693-9434 during business hours and say it's a business account and the site is down — that gets triaged ahead of a question about a bill.

More in Business & Property Managers

• Can I get a static IP address?
• Do I need your internet to use your business phone system?
• How do I set or update my 911 address?
• Does Boston Broadband offer an SLA?
• How do I get fiber into my building?
• What text messages will I get from Boston Broadband?

Talk to us

Call (617) 693-9434, Monday to Friday 8am–6pm ET, or email [email protected]. We answer within 24 hours, and usually within an hour.

Boston Broadband is a service-area business serving Boston, Brookline and Cambridge, Massachusetts. There is no counter to walk up to — phone, email and your account at myaccount.bostonbroadband.com are the ways in.