Lumen help

Readiness: EMEA handbook

Vish Patel
Director of Customer Experience, EMEA

Vish Patel

Access support information for your services 

Network support

Colocation support

Self-activation support

Billing support

Control Center support

SD-WAN Versa portal support

General enquiries

Requesting portal access  

Retrieving your username or password  

Navigating the portal

Creating and managing portal support tickets

Understanding the order stages

Escalating your order

Requesting self-activation support

Estimated time to resolve

Raising a new repair ticket

Requesting or viewing updates for a repair ticket

Escalating a repair ticket

Requesting a reason for outage (RFO)

Raising a change request or modification

Raising a colocation request for site access

Viewing the status of a colocation request

Raising a field tech request (billable)

Receiving Lumen planned maintenance notifications

Notifying Lumen about your planned maintenance

Managing your SD-WAN service

Raising a new billing ticket request

Requesting a billing ticket update

Requesting service credit

Changing a service to another billing account

Requesting a company name or invoice address change

Checking your bill before an invoice

Requesting a statement of account

Payment remittance

Raising a payment query

Renewing your service(s)

Out of term services

Raising a disconnect

Checking disconnect status

Media support

Billing

Media portal support

General enquiries

Requesting portal access  

Retrieving username or password

Navigating the portal

Estimating lead time

Understanding the order stages

Escalating your order

Estimated time to resolve

Raising a new support ticket

Requesting or viewing a support ticket update

Requesting a support ticket escalation

Raising a change request or modification

Receiving Lumen planned maintenance notifications

Notifying Lumen about your planned maintenance

Managing your media services

Raising a new billing ticket request

Requesting a billing ticket update

Requesting service credit

Changing a service to another billing account

Requesting a company name or invoice address change

Checking your bill before an invoice

Requesting a statement of account

Payment remittance

Raising a payment query

Renewing your services

Out-of-term services

Raising a disconnect

Checking disconnect status

Requesting portal access

Retrieving your username or password

Navigating the portal

Portal outages or portal issues

Understanding the order stages

Escalating your order

Raising a new support ticket

Requesting or viewing a support ticket update

Requesting a support ticket escalation

Receiving Lumen planned maintenance notifications

Notifying Lumen about your planned maintenance

Raising a new billing ticket request

Requesting a billing ticket update

Requesting a service credit

Changing a service to another billing account

Requesting a company name or invoice address change

Checking your bill before an invoice

Requesting a statement of account

Payment remittance

Raising a payment query

Renewing your services

Out-of-term services

Voice and collaboration support

Billing support

Control Center support

General enquiries

Requesting portal access

Retrieving your username or password

Navigating the portal

Raising a new portal support ticket

Requesting or viewing an update on a portal support ticket

Estimating lead time

Understanding the order stages

Escalating your order

Estimating time to resolve

Raising a new repair ticket

Requesting or viewing a repair ticket update

Requesting a repair ticket escalation

Requesting a reason for outage (RFO) report

Raising a Voice Complete change request

Receiving Lumen planned maintenance notifications

Notifying Lumen about your planned maintenance

Product-specific guidance

Raising a new billing ticket request

Requesting a billing ticket update

Requesting a service credit

Changing a service to another billing account

Requesting a company name or invoice address change

Checking your bill before an invoice

Requesting a statement of account

Remitting payment

Raising a payment query

Renewing your services

Out-of-term services

Raising a disconnect

Checking disconnect status

Security support

Billing support

Security and DDoS portal support

SavvisStation MSS portal support

General enquiries

Requesting portal access

Retrieving username or password

Navigating the portal

Raising a new portal support ticket

Requesting or viewing an update on a portal support ticket

Understanding the order stages

Escalating an order

Estimating time to resolve

Raising a new security trouble ticket

Requesting or viewing a repair ticket update

Requesting a security trouble ticket escalation

Requesting a reason for outage (RFO) report

Raising a change request or modification

Receiving Lumen planned maintenance notifications

Notifying Lumen about your planned maintenance

Managing your security services

Raising a new billing ticket request

Requesting a billing ticket update

Requesting a service credit

Changing a service to another billing account

Requesting a company name or invoice address change

Checking your bill before an invoice

Requesting a statement of account

Remitting payments

Raising a payment query

Renewing your services

Out-of-term services

Raising a disconnect

Checking disconnect status

Not sure which category to select? Use the table below to locate the tab with information for your services:

Service(s)

Type of service

Solution

High Speed Internet (HSIP)

Plug & Play services

(No activation, self-activated)

Network

Wavelength

Unmanaged DIA

Cross Connect

Private Line

Ethernet (E-Services)

Colocation

Dark Fibre

MPLS / VPN

Activated services

(Scheduled activation)

Managed DIA

SD-WAN

CDN

Media services

Media

Vyvx Video

Managed Security and Firewalls

Managed Security

Security

Adaptive Network Security

DDoS Mitigation

Threat Management

Adaptive Threat Intelligence

Security Log Monitoring

Voice (all services)

Voice & collaboration

Collaboration (all services)

Managed Hosting

Managed hosting & cloud

Cloud