Shentel customer service phone number — accessing 24/7 support

Where to locate the official 24/7 phone number

Shentel publishes its primary customer contact channels on its corporate site (https://www.shentel.com) and on every printed or electronic bill. For residential and small-business customers the fastest, most reliable way to find the correct 24/7 hotline is to log into the My Account portal; the portal displays the local contact number tied to your service address and account type. If you do not have web access, the physical bill mailed or emailed to the account holder always lists the verified support telephone number and your account number — use that number when you call to guarantee correct routing.

Do not rely on third-party directories for an emergency number: because Shentel serves distinct markets across Virginia, West Virginia, Maryland and adjacent counties, the correct 24/7 phone line can vary by geography and service (residential cable, fiber, voice, or business circuits). If you are standing at the equipment during an outage and cannot reach the portal, open a browser to shentel.com/support or use the Shentel mobile app to view the emergency contact and outage map tied to your address.

When 24/7 phone support is available and what it covers

Most ISPs, including Shentel, maintain a 24/7 Network Operations Center (NOC) to accept outage reports, escalate critical service interruptions, and coordinate field crews outside normal business hours. Typical 24/7 support covers: network outages, large-scale backbone issues, customer-premises equipment failures that affect service to multiple customers, and safety-related incidents such as lines down or power-related hazards. Billing disputes, account changes, and non-urgent scheduling are usually handled during regular business hours but can be initiated via the 24/7 line and scheduled for follow-up.

For business customers with Service Level Agreements (SLAs), after-hours support is commonly documented in the SLA and includes guaranteed response times (for example, an initial callback within 60 minutes for severity-1 incidents). Residential customers should expect the NOC to log an incident number immediately and to provide an estimated time-to-restoration (ETR); for complex repairs, ETRs frequently range from same-day for central-office fixes to 24–72 hours when pole or long-distance fiber replacement is required.

How to prepare before calling the 24/7 number

Having the right information before you call will dramatically shorten hold time and speed resolution. Locate your Shentel account number (usually printed at the top of your bill or visible in the My Account portal). If the issue is with internet or Wi‑Fi, record the model and MAC address of your modem/router, the serial number of any ONT (fiber optical network terminal) at the service location, and your service address exactly as it appears on the bill. Note the date and time the problem started and whether multiple devices are affected — this helps the technician isolate network vs. in-home issues.

If you are calling about voice/telephone service, have the telephone number in question and the last successful inbound or outbound call time available. For mobile or cellular issues under a Shentel wireless program, have the IMEI of the handset and the account PIN. When calling a 24/7 line, be prepared to receive an incident or ticket number; write it down for any follow-up calls or escalations.

• Checklist to have ready before you call: account number, service address, exact time outage began, modem/router make & model, MAC/serial numbers, recent error lights or LED patterns (e.g., DSL light flashing), and a preferred callback number.
• If you can, reboot equipment first (power down for 30 seconds then power up); note and report any LED patterns post-reboot — this simple step resolves roughly 30–40% of residential connectivity calls before a technician is dispatched.

What to expect when you call and escalation best practices

When you reach Shentel’s 24/7 support the NOC representative will first verify account identity and service address and then attempt remote diagnostics. Typical first actions include: checking upstream fiber/cable node status, running a remote modem reset, and looking for active trouble tickets or scheduled maintenance in your area. The representative should provide an incident/ticket number, an ETA for a field technician if required, and a summary of the troubleshooting steps taken.

If the problem is not resolved within the given ETR, escalate using the incident number. Ask for the supervisor on duty or confirm the ticket priority (severity level). For business customers, reference your SLA and escalation matrix; for residential customers insist on a clear ETA and a callback. Document date/time of every contact — a complete record reduces friction if credits or bill adjustments are necessary after service is restored.

Alternatives to the phone and rapid reporting channels

If you prefer not to use the phone, Shentel maintains multiple digital reporting paths: the My Account portal for billing and service requests, an outage map on the support page for real-time trouble reporting, and email/ticket submission forms that produce incident numbers. Social media channels (X/Twitter or Facebook pages maintained by the provider) are often monitored and can be useful for broad outage reports, though they’re not a substitute for the 24/7 emergency hotline when you need immediate technician dispatch.

For urgent safety issues (downed lines, fire risk, flooding at equipment), use the 24/7 phone line first and, when appropriate, contact local emergency services to secure the area. Keep the Shentel support webpage (https://www.shentel.com/support) bookmarked for quick access to the correct local hotline and outage-status updates tied to your service address.

Is Shentel a good company?

About Shentel
Shentel has an average rating of 1.3 from 31 reviews. The rating indicates that most customers are generally dissatisfied. The official website is shentel.com.

How much is Shentel cable per month?

Shentel cable TV plans

Plan	Starting price*	Channel count
Starter Cable	$75.42/mo.	30+
Advanced Cable	$155.42/mo.	100+
Ultimate Cable	$178.42/mo.	200+

Is Shentel customer service available on 24/7?

If you have further questions about modem compatibility, please call our Technical Support team, 24/7, at 1-800-SHENTEL.

How to pay Shentel bill?

You can pay your bill one of the following ways:

1. Online: My Account.
2. Phone: 1.800. SHENTEL, Opt.
3. Mail: Fifth Third Bank PO Box 740573 Cincinnati, OH, 45274-0573.
4. In-Person: Visit any Shentel store to make a payment in person.
5. Dollar General: You may also make a payment at participating Dollar General store.

Why is Shentel internet so slow?

If your internet service is slow, verify that your DSL cable is securely connected to the DSL port on the back of your modem. Make sure that your Ethernet cable is connected to both the modem (ETH1–ETH4) and the device you are trying to use the internet with. Check how many devices are connected to your modem.

Why is my Shentel internet not working?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Your Shentel internet may not be working due to loose or damaged cables, an unpowered or malfunctioning modem/router, or Wi-Fi issues like incorrect passwords or signal interference. To troubleshoot, begin by securely checking all cable connections, rebooting your modem and router by unplugging them for 30-60 seconds, and verifying Wi-Fi settings on your devices. If these steps don’t resolve the issue, check the status of Shentel’s service in your area and consider contacting their support for assistance.  Check Your Equipment and Connections 

1. 1. Inspect Cables: . Opens in new tabEnsure the coaxial cable is securely connected to your modem and that it isn’t damaged or pinched. Also, check that Ethernet cables are firmly plugged into the modem and your computer or router. 
2. 2. Verify Modem/Router Lights: . Opens in new tabCheck that the modem’s power light is solid green. Blinking lights, especially on the US/DS (upstream/downstream) indicators, can signal synchronization issues. 
3. 3. Power Cycle Modem/Router: . Opens in new tabUnplug the power cord from your modem and router for at least 30 seconds, then plug them back in. Allow a few minutes for them to fully reboot and reconnect. 

Troubleshoot Wi-Fi

1. 1. Confirm Wi-Fi is On: . Opens in new tabOn the device you’re using (phone, tablet, computer), check your Wi-Fi settings to make sure the feature is turned on. 
2. 2. Check Network Name and Password: . Opens in new tabVerify you are connecting to the correct Wi-Fi network name (SSID) and have entered the password correctly, as these are case-sensitive. 
3. 3. Move Closer to the Modem: . Opens in new tabIf you’re experiencing a weak signal, try moving your device closer to the modem/router to see if the connection improves. 

Identify Broader Issues

1. 1. Check for Outages: . Opens in new tabVisit Downdetector to see if other users are reporting a widespread Shentel outage in your area. 
2. 2. Contact Shentel Support: . Opens in new tabIf you’ve tried the steps above and your service is still not working, contact Shentel customer support directly by calling 1-800-SHENTEL to report the issue and inquire about service stability. 

AI responses may include mistakes. Learn moreShentel outages reported in the last 24 hours – DowndetectorUser reports indicate no current problems at Shentel.DowndetectorMy internet service isn’t working. – Shentel SupportMy internet service isn’t working. If your internet service is not working as expected, first make sure that your modem is plugged…Shentel Support(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more