Support

We're here to help!

Browse through the topics and glossary below to the information you need, or contact us by phone or email. 

Our Technology Support is open 24/7/365

Tenants

Contact Information:

  • What is IMG’s phone number?  
  • 888.464.5520
  • What do I do in an emergency?
  • For emergency or after-hours service, call 888.464.5520

Ordering:

  • How do I open a ticket? 
  • Call 888.464-5520
  • How do I order voice? 
  • Enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • How do I order TV?
  • Enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • How do I order internet?
  • Enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • How do I order cloud?
  • Enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • I’m moving into our new office and need phone and/or internet. How can I be sure I can have service by our move-in date?
  • Enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • Who are the carriers in my building and what do they offer?
  • Enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • I’m a small office and it seems every provider only has solutions for larger offices.  Are there any small-business services available?
  • Yes, enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • Can you set up my office networking equipment?
  • Yes, call 888.464.5520

Service:

  • Why do I need to connect service from the riser to the suite?
  • IMG completes the entire run -- from the MPOE through the riser closet and into the tenant suite where their service room or equipment is located.
  • How do I determine what services I’ll need?
  • Enter your request at IMG Connect.  Answer a few questions about your service needs.  An IMG representative will contact you to confirm your request.
  • What do I do now that I ordered my services?
  • Contact IMG’s Technology Support Center at 888.464.5520 to schedule service connection.  IMG technicians will deliver service to your suite so you’re fully connected from day one.
  • What other services does IMG provide for tenants?
    • Circuit extensions
    • Audio visual
    • Networking
    • Wi-fi
    • Low voltage electrical
    • Troubleshooting and repairs
    • Remove old cabling and equipment for tenant move-out

Property Managers & Owners

Support Team:

  • How can I get a login for IMG Advantage?  
  • Contact our Technology Support Center 888.464.5520
  • How do I get a quote for service?
  • Contact our Technology Support Center 888.464.5520
  • What is a Building Connectivity Overview?  
  • A summary of carriers and services for tenants and prospects.  IMG designed the Overview to promote your building’s connectivity and ensure prospective tenants fully understand what options are available.

Services:

  • What are the benefits of riser management?
  • IMG secures, maintains and improves your building’s connectivity infrastructure – or telecom riser – to give you:
    • Reliable connectivity for greater tenant satisfaction
    • More control over access to your building’s core
    • At-a-glance information about carriers and services
  • What is IMG Riser Management?
  • IMG secures, maintains and improves your building's communications riser.
  • What is IMG Restore?
  • IMG restores your riser to its optimal condition by removing abandoned cabling and equipment so you’re prepared for future upgrades.
  • How will IMG make my building secure?
  • Unauthorized access to your riser can put your building’s connectivity at risk.  IMG protects against service interruptions by securing your infrastructure and overseeing access by carriers and contractors.  
  • How can you help me get carriers to my building?
  • New carriers can boost your building’s diversity – and increase revenue.  IMG can help attract new carriers to your building and identify new revenue opportunities from carrier fees.
  • How can IMG attract new tenants?
  • With IMG at your side, your buildings will become more attractive to modern Class A tenants.  Tenant satisfaction, occupancy rates and renewals are likely to improve as a result of upgrades to connectivity.  And you’ll have a technology blueprint for the future – as a guide for strategic investment in your properties.
  • How can IMG help me retain my tenants?
  • Tenants need reliable connectivity.  IMG keeps your communications infrastructure in peak condition so tenants can have trouble-free service.  IMG also assists tenants with voice, internet, TV and cloud service orders and installation.
  • What will I do with my audit?
  • IMG evaluates the condition of your infrastructure and reports on carriers, services and equipment on site.  IMG provides an at-a-glance summary so tenants know what’s available.

IMG Team:

  • Do your electricians belong to the union?
  • Yes, they belong to IBEW.

Other:

  • Are you hiring?
  • We are always looking for talented, experienced professionals to represent IMG. Send a cover letter along with your resume to:  imgservice@img-connect.com

Glossary

  • What is DAS?
  • Distributed Antenna System – A DAS can improve cellular signal within your building.  You can create an area of wireless coverage for wi-fi in common areas, outdoors, conference rooms, etc.
  • What is IMG Advantage?
  • Audit results and building reports are available on IMG Advantage, our online riser management reporting platform.  All tenant requests or work orders received by email or phone into our Technology Support Center are immediately entered into our integrated web-based ticketing system.  The riser management platform concurrently updates the riser reports – eliminating errors and improving accuracy.
  • What is colocation?
  • Originally, one telecom provider housed the equipment of another to facilitate interconnections.  Today, colocation refers to locating customer servers and other equipment in a third-party data center.
  • What is cross connect?
  • Wires used to make a circuit connection; located in an equipment room or riser closet.
  • What is a demarc extension?
  • The telecom or cable provider’s public network ends at the point of demarcation.  The demarc (pronounced deemark) extension is the path that connects the provider’s service to the customer’s private network.
  • What is "VoIP"?
  • Voice over IP (internet protocol)
  • What is MPOE?
  • “Minimum Point of Entry” or main communications equipment room where carriers physically bring service into the building with cabling or fiber.
  • What is NetPop?
  • “Network Point of Presence”
  • What is POTS?
  • “Plain Old Telephone Service” or analog telephone line
  • What is a riser?
  • The vertical path in a building that houses the cabling or fiber infrastructure for voice, data, internet and cloud services.
  • What is a riser closet?
  • Closets located throughout the building where riser cable is terminated and cross connected to either horizontal distribution cable or other riser cable.
  • What is a T1?
  • A high-speed data transmission line.
  • What is the difference between Fiber and DSL?
  • A Digital Subscriber Line (DSL) uses the existing copper wire of your phone line to deliver high-speed internet access.  This is not as fast as cable or fiber. Fiber is able to transmit data much faster over greater distances and because the cable is smaller in diameter and weighs less, it makes an ideal alternative for a wide variety of cabling solutions.
  • What is a PBX?
  • A PBX (private branch exchange) is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines.
  • What is Ethernet?
  • Ethernet is a system for connecting a number of computer systems to form a local area network, with protocols to control the passing of information and to avoid simultaneous transmission by two or more systems.