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Creating a repair ticket for Ethernet On-Demand

Using Lumen Connect℠, you can create a repair ticket for Lumen® Ethernet On‑Demand if you need to troubleshoot an issue such as a failed connection or an existing connection not working. Once you create the ticket, you can track its status with other portal support tickets. 

To create a repair ticket for Ethernet On‑Demand:

  1. In the Services widget on the homepage, select Ethernet On-Demand from Find by Product or Service Tool.
  1. Click the   icon in the Actions column next to the connection you want to update, then click Service Details. 

    Lumen Connect shows the Service Details page. 
  1. Click Manage Service. 

    Lumen Connect shows the Manage Service page. 
  1. Click Repair Ticket. 

    Lumen Connect shows the Create New Repair Ticket page and fills in some of the information for you.
  1. Fill in the remaining details for your ticket:

    1. Fill in the Repair Information section with the issue that is occurring. If you have a ticketing or tracking number from one of your systems, type it in the Customer Internal ID field. 

    2. In the Authorization section, select the options you authorize Lumen to perform.

    3. Add screenshots or other documents in the Attachments section. 

    4. In the Contact Information section, do the following:

      1. In the Preferred Contact Method field, select how you want Lumen to deliver status updates for this request.
         
      2. Enter primary contact information for the person you'd like contacted with updates.

      3. Add secondary contact information if you'd like another person notified of updates. 
  1. Click Submit Ticket. 

    Lumen Connect shows a confirmation message with the support ticket ID and sends a confirmation email to the contact(s) you gave us. 
  1. Click OK.

    You can now track the status of your ticket.