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Lumen help

Readiness: Get management help while installing or activating

Our commitment to you as our customer

What to expect

When to raise issues to Lumen management

Resolution team key roles and responsibilities

Customer care manager (CCM)

CCM manager/ director / VP

What you can expect during the process

Closure codes for when the Customer Escalations Desk is involved

Escalation contact matrix

Below is a contact list and hierarchy for Pacific Coast region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Frontier & Coastal Plains region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Front Range & Great Plains region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Pacific Northwest region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Southwest region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Gulf region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Midwest region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for New England region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Mid-Atlantic region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for Atlantic region management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.

Escalation contact matrix

Below is a contact list and hierarchy for management engagement for the order turn-up process if you need additional attention beyond your CCM:

To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.