Sureline Broadband Helpdesk
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: firstname.lastname@example.org 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: email@example.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 firstname.lastname@example.org, 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. ***
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
Check Ticket Status
Be sure to browse our Frequently Asked Questions (FAQs), before opening a ticket.