Helix Telecom Emergency Support is not available to all customers. The following customers are not permitted to contact Emergency Support:

• Customers are limited to 1 emergency request during a single 24 hour period.
• Customers who have contacted Emergency Support for requests that did not qualify as an emergency. Please see our submit a ticket page for information on qualifying emergencies.
• Customers who have a past due balance or customers who are late more than 2 times during any 90 day period.
• Customers who refused payment on a non-qualifying emergency support request.
• Customers who have contacted Helix Telecom Support while under the influence of drugs, narcotics or alcohol.
• Customers who use unprofessional language or tone when speaking with the Helix Telecom Contact Center staff or when speaking with a Helix Telecom Support member.
• Customers who consistently submit invalid or inaccurate tickets including missing contact information or incomplete description of the problem.

Please submit a ticket requesting an account review. Customers who have contacted Emergency Support for a non-qualifying request in the past may be required to pay the past due balance as well as a refundable deposit equal to 1 month service.