Sureline Broadband Helpdesk 


Dear Valued Customer,

Sureline Broadband's Engineering Team will be performing maintenance optimizations and upgrades on our core network infrastructure during the following date/time:



DATE: October 6th & &7th, 2018

October 6th: 4am-3PM

October 7th: 8am-5PM 



SCOPE OF WORK:


Sureline Broadband will be upgrading Its backbone connectivity and L2 device that feeds in the North Madras and Culver Area. This is in order to continue deployment of our 5G Infrastructure, and upgrades to tower equipment.  

AFFECTED SERVICES:


During this period of time, you may experience intermittent network connectivity and/or a temporary loss of connectivity to the internet on your devices. This should be very brief connectivity loss while we remove the old equipment and replace with the new.
We appreciate your patience while we continue to grow and keep the Sureline Network updated with the latest technology. 




Did your connection fail to restore in the specified time window? Please re-boot your Power Brick/POE, or let us know if you do not know how to do this. 

If you experience an outage or loss in connectivity AFTER the scope of this maintenance, please submit a ticket to Helpdesk@surelinebroadband.com
Or you may give us a call @ (541) 699-0030.

We thank you for your continued support. Both past and future!

Thank you,





In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use SURELINE HELPDESK to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required to submit a ticket, and replies and updates from the Sureline Technical Team will be emailed to this address. You may also email: helpdesk@surelinebroadband.net to create and open a ticket automatically. 

Sureline Broadband Office Hours: 9am-4pm, Monday-Friday
596 SW 4th Street, Madras, OR 97741


***On-call support is available 24/7 in the event there is an emergency, and our staff receives notices if there is a SYSTEM WIDE outage or any device goes down that is on a 24/7 monitoring included plan, so we usually know before you do if there are emergent issues. You may email us Help Desk and a ticket in the system will automatically be created, email our Technical team directly: noc@surelinebroadband.com; or, lastly, leave a message for our on call staff, by calling: (541) 699-0030 and we will get right back to you. If it is outside normal business hours, and an independent issue (non system-wide), our team is pretty dedicated, and most times, you will get a response outside normal business hours if you are not on a 24/7 monitoring or support plan, so please be patient with us, and watch your email closely, as this will be the means of communicating.*** 

 If you have billing related questions, please phone during normal business hours, or email 
billing@surelinebroadband.com, and we will return your call during normal business hours. You may also sign in to your secure, online account HERE to view your invoice, pay your bill securely online, and view your statement.


If you wish to put in a sales order, you may do so online, on our Website




***Remember, if you run a speed test off a wireless device, and do not plug in straight to the LAN port on the Power Adapter (POE) plugged into your wall/AC outlet, and bypass your router, then your results will be very skewed, as all devices connected to your network/router will affect this. By doing this, it will also assist our Network Engineers in determining what device is affected. 
Speedtest.net (Sureline Broadband is the Host Provider for Central Oregon, so this is a very good tool for accuracy on Sureline Broadband Servers, and bypasses other service providers' servers--which will also add an extra "Hop", or many to the test and slow it down. Bing Speedtest we have found to be very accurate as well. ***




Sureline Broadband has some great news! We have officially acquired 2 more internet providers we are very excited about! 




You can click the link below, for things to try before putting in a ticket. We have found, most always, these will clear your issues.


Open A New Ticket


Please provide as much detail as possible so we can best assist you. To update a previously submitted ticket, please login.

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Check Ticket Status


We provide archives and history of all your current and past support requests complete with responses.

Check Ticket Status

Be sure to browse our Frequently Asked Questions (FAQs), before opening a ticket.

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