Lumen help
Control Center: Service Management
Using Control Center, you can submit repair tickets and request configuration changes and circuit tests for your services. You can then view the status on your requests and make changes as necessary. You can also view scheduled maintenance events affecting your services, manage repair contacts, and more.
Repair tickets
Create, manage, and view status on repair tickets in Control Center. You can also communicate with your Lumen technician as we work to resolve your issue.
- Creating a repair ticket
- Viewing the status of a repair ticket
- Searching for, sorting, and filtering repair tickets
- Updating information in a repair ticket
- Escalating a repair ticket
- Canceling a repair ticket
- Creating a reason for outage (RFO) request
- Viewing details for a potential repair ticket
- Converting a potential ticket into a repair ticket
- Dismissing a potential repair ticket
- Viewing the status of a ticket without signing in
- Getting information about an unfamiliar ticket
Security trouble tickets
Use Control Center to create, manage, and view status on tickets related to your security services. You can also communicate with your Lumen technician as we work to resolve your issue or answer your security-related questions.
- Creating a security trouble ticket
- Viewing the status of security trouble tickets
- Searching for, sorting, and filtering security trouble tickets
- Updating information in a security trouble ticket
- Closing a security trouble ticket
- Creating a reason for outage (RFO) request for a security trouble ticket
Configuration change requests
For certain services, you can request configuration changes within Control Center (e.g., DNS changes, requesting additional IP addresses).
Colocation requests
If you purchased a colocation service from Lumen, you can manage data-center access and request on-site support using Control Center:
- Creating a request for access to a data center
- Creating a field tech request
- Viewing the status of a colocation request
- Creating a request for an access log report
- Creating a request for a badge holder report
- Downloading an access log report
- Downloading a badge holder report
- Canceling a field tech request
Portal support tickets
You can submit a ticket in Control Center to request help using the portal or to report a problem:
Circuit tests
If you're having trouble with a circuit, you can run circuit tests on the service to help diagnose the problem.
Scheduled maintenance (network maintenance)
You can view scheduled network maintenance events associated with your Lumen services. Control Center shows maintenance events for the current month and 11 months into the future so you can plan ahead. You can also open a ticket to ask questions about the event or to or request that an event be rescheduled so it's less (or not at all) distruptive to your business.
Repair contacts
You can assign repair contacts to receive notification emails for trouble tickets:
Network maps
You can view an interactive network map to access route and location information:
Network Visibility (beta release)
Use Network Visibility to monitor or review performance of your Lumen services. To quickly find a location or service, start typing it in the search field.
- Identify problem locations or services quickly, then view details of its service utilization or performance.
- View service utilization or performance data at a glance using Map View or List View.
- Set threshold alerts for utilization and performance metrics to be notified if your services exceed the threshold.
- View open repair tickets and scheduled maintenance information by location and by service.
- View trend analysis of utilization patterns to plan for circuit upgrades, configuration changes, and scaling.
Topology Viewer
Use Control Center to manage your Wavelength and Enhanced Wavelength services. View your services on the Topology Viewer map and create requests for new paths:
- Topics covered on this page:
