Service Issues Resolved Quickly

By Chris Schweitzer, Auburn Essential Services

At AES, we’re committed to resolving service issues quickly.  That’s why, if you have an interruption in service, we want to hear from you as soon as possible.

Service issues are infrequent, but they can happen
Service issues on the AES network are rare.   But when they do occur, we have advanced monitoring systems and trained professionals to identify and resolve them.  Often, we fix them before you even notice there was an issue.

Don’t wait – contact us
Many new customers coming over from other Internet, phone or TV providers seem to expect a slow response from their provider.  Our subscribers quickly find that is not the case with AES.  Excellent customer service – responding promptly, communicating transparently, and accurately resolving issues – is a top priority for us!

Our experience and statistics gathered over the last 10 years tell us that most reported service issues (over 95%) are actually issues with subscriber-owned devices.  We want you to get the most out of your AES services, and are here to help regardless of where that issue lies, so please let us know if you’re experiencing an issue.

The best relationships include accountability
If the issue is believed to be on our end, we’ll work to get it remedied in a timely manner—even sending someone out to your house or business when necessary.  If it’s an issue on your end, we’ll still try to assist you.  We’ll troubleshoot to help you understand where the root cause lies, and what you need to do to resolve the issue.  We value being Your Community Network and want to work together so that you can get the most out of your AES services.

The many ways to communicate with us…
After hours support is available for all subscribers.  Simply call our office and select Option 1 to report a service outage – the support professional on-call will respond quickly. Business customers can get assistance 24 hours a day, 7 days a week, 365 days a year. Residential subscribers can get assistance 365 days a year between 7am and 11pm.

  • Phone:  Call us at 260.333.0100
  • Live Chat: Connect with us in real-time via our Live Chat feature. Go to www.auburnessentialservices.net and click on the red “Live Chat” link in the top, right-hand corner of homepage.
  • Email: You can email us anytime connect@auburnessentialservices.net.
  • In Person:  We are Local!  Our professional staff works on the 3rd floor of City Hall in downtown Auburn.  You are always welcome to stop and see us in person.  We know many times talking in person is the most effective way to learn something new or solve a complex problem.

We value the privilege to serve you.  Please call us if you have questions or service issues.