Lumen help

Getting help with Lumen^® Network-based Security

The Managed Security Services (MSS) group supports Network-based Security (NBS) and can help you with access, configuration, management, performance, and reporting issues. There are two ways to contact the MSS group for assistance: open a ticket or call them.

You open a NBS ticket much like you would create any new repair ticket online. The main difference is that for an NBS ticket, you must use an NBS service ID and/or search using the Net-Based Security service type. (To search, from the Service Type list, select Net-Based Security. If you don't see the Net-Based Security option as a menu choice, you either don't have NBS service or you don't have permission to create a ticket for it.)

Important: Network managed devices are frequently bundled with an IQ Networking port/circuit. If your services are bundled and you need to report a repair issue or request a configuration change, you need to create your ticket on the Managed Services device ID and not the IQ Networking service ID.

We recommend you open a ticket online before calling the MSS group because it's a secure, safe way to authenticate you. While we can authenticate you over the phone, it's a more involved and time-consuming process. That said, if going online to create a ticket is neither feasible nor convenient, you can call the MSS group, and they can create one for you. To create a new ticket, check the status, change, or escalate your ticket, select option 2.

When you call us, the agent needs the following information to process your request:

your name
email address
service ID

Usually, NBS service issues are automatically detected, so you don't have to create a ticket. For instance, when there's an outage, the MSS group opens a ticket, notifies you, fixes the issue, and tells you when the ticket is closed.