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Frequently Asked Questions

Frequently Asked QuestionsFor Intelligent Site Management and Communication Network Solution products

As a customer with an active Support contract, where do I go to get Westell support on the web?

As a customer with an active Support contract, where do I go to get Westell support by email?

  • Email your question or concern at support@westell.com.
  • Technical support will respond with a case number and will be responded to in one business day.

As a customer with an active Support contract, how do I get Westell support by phone?

  • By phone: Business hours
    • Available 8 a.m. – 6 p.m. EST (excludes weekends and holidays)
      • Phone +1 630-375-4950
      • Toll-Free + 800-377-8766, Select Option 2
      • Technical support personnel will open a case to begin the process with a detailed case number.

As a customer with an active Support contract that also includes a 24/7 support clause, how do I get After Hours support?

  • All service impacting/production down issues must be reported via telephone.
    • After Hours: Defined as 6 p.m. to 8 a.m. Eastern time
      • Phone +1 630-375-4950
      • Toll-Free + 800-377-8766, Select Option 2
      • Please follow the automated telephone prompts to deposit a voicemail.
      • Technical support personnel will respond within 30 minutes

As a customer with an active Support contract, where do I go to get Westell product documentation?

As a customer with an active Support contract, where do I got to get Westell software upgrades?

  • You can send an email to support@westell.com or open a Case and we can set up an FTP server connection for downloading the requested software.

As a customer with an active Support contract, how do I make a request for an RMA?

If I don’t have an active Support contract, how do I get one?

  • You can start the process by sending an email to support@westell.com and we will get you in contact with the appropriate sales representative.

Do you provide support for my legacy Kentrox products? (DSU, CSU, Router or ATM concentrator) Can I buy additional units?

  • These products are all discontinued. Warranties have expired and support is limited. We may be able to answer questions about your product. We no longer offer any products in these product lines.

Do you provide support for my Westell Consumer Modem/Router?

  • No, Westell transferred all rights to this product line to Netgear back in 2011. All support questions should be directed to your carrier who provided the unit or to Netgear directly.