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How do I get help?

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titleNewVoiceMedia Products
Visit NewVoiceMedia Vonage Contact Center Product Documentation for information about NewVoiceMedia products.


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titleCommunity Hub — from any device

If you have a question, problem or a service request, then you can log a case easily using our online Community Hub. The Hub is a free service for all NewVoiceMedia customers.

If you are a registered user, to access the Hub any time, visit hub.newvoicemedia.com

If you are a new user, to sign up, visit newvoicemedia.com/pages/welcome-to-the-community.

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The Community Hub enables you perform the following tasks and more:

  • Submit and track support requests for your NewVoiceMedia Account
  • Add and view all attachments for existing cases
  • Chat to an expert via our new 'live chat' facility
  • Close and re open cases with one click

Within minutes of logging a case you will receive email confirmation with a unique reference number for tracking purposes.

If you have an urgent (P1 or P2) case, please call our 24-hour Support Engineers.

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titleEmail—raiseacase@newvoicemedia.com

After you have emailed your request to raiseacase@newvoicemedia.com, you will receive the following communication from NewVoiceMedia Customer Support:

  • Confirmation that we have received your email, within a couple of minutes. This confirmation email contains your case number and acknowledges the information you have sent to us.
    • Notification when we have assigned your case to one of our Technical

    Support Engineers

    , including the name of the support engineer who will be investigating your case

    .

    We will of course keep you informed of our progress towards resolving your case through followup emails/phone calls.

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    titlePhone—here to help 24/7

       

    Call our 24/7 Customer Support team on one of the telephone numbers for your region:

    • United Kingdom: (+44) 0800 316 1317

    • France: (+33) 0800 945 776 (Option 2)

    • USA: (+1) 855-800-6342

    • Australia: 1800 444 686 or 1800 456 143

    • All Other Regions: +44 (0) 207 760 8888

    Our Customer Support team will log a case and provide you with the unique case reference number while speaking to you. You will also receive a confirmation email which will include your unique case reference number. You will need this number to follow the progress of your case.




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    titleEscalation

    If you feel that your case is not progressing and you would like to escalate this, please follow the case escalation path:

    1. Call our 24/7 Customer Support team and ask for your case to be escalated to a Team Leader
    2. Email Support Management
    3. Email our Director of Global Support
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    titleOnline documentation

    You can find help and troubleshooting advice for most common issues in our online documentation.

    Visit docs.newvoicemedia.com for detailed help articles on all areas of our product.


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    titleSocial media

    Visit our social media accounts:

    | |


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    titleTrust & Incidents

    We continually test the performance of our operations every 7-8 seconds and release the results every 20-30 minutes. To check service availability, as well as viewing any current and past incidents, please visit our Trust site.


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    titleEscalation

    If you feel that your case is not progressing and you would like to escalate this, please follow the case escalation path:

    1. Call our 24/7 Customer Support team and ask for your case to be escalated to a Team Leader
    2. Email Support Management
    3. Email our Director of Global Support