Readiness support: EMEA handbook

• +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 3 (24 hours)
• eucdnsupport@lumen.com (CDN) / vyvxmediaportal@lumen.com (Vyvx)

• +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2 (09:00–17:00 GMT)
• emeabilling@lumen.com
  

• +1 877-453-8353 – option 5 (13:00–01:00 GMT)
• control.center@lumen.com
  

To raise a formal complaint about your Lumen experience, please fill in our complaints form.

Media portal is the customer portal to manage your media services, both CDN and Vyvx.

To gain access to Media portal, contact the system administrator for your account or email control.center@lumen.com with your customer number, full name, and contact details.

To reset your password for Media portal, email control.center@lumen.com.

For help and guidance with Media portal, visit our Media portal overview page.

Below are standard contacts for every Lumen account depending on your request:

• Sales or product migrations: account manager
• Account management and renewals: customer success professional
• Design of your service: sales engineer (SE)
• Processing of your quote and order creation: sales processing specialist (SPS)
• Delivery of your order: customer care manager (CCM)
• Activation of your service: activations engineer
• Repair support for your service: EU CDN Support
• Billing support for your service: Billing Desk
  
  

Lumen also offer highly recommended professional services which can purchased at anytime for a small recurring fee by emailing emea.professionalservice@lumen.com. These professional services have been outlined below:

• Service management for your account: customer support manager (CSM)
• Dedicated operational support for your account: Enhanced Technical Operations (ETOPs)

The key references for orders are your order number or service ID.

Lumen has two distinct types of orders:

• New installs: New service(s) to be installed
• Modifications: An upgrade, downgrade or other billing-impacting change to an existing service

Please refer to our order intervals page.

To help you prepare for your new installation or modification order, visit our Readiness site. Outlined below are the key order journey stages related to your service delivery.

• Confirm: Lumen gather technical information from your primary order contact to enable timely, accurate delivery.
• Design: Lumen reserves network resources, finalises your configuration requirements before confirming your delivery date.
• Build & Test: Lumen completes the logical build and configuration of your service before testing thoroughly.
• Activate: Lumen will schedule activation slots directly with you. Billing then begins three days after the service commencement date. View our billing commencement policy here.
• Manage: Once your service is passing traffic, the delivery is marked complete. The service is ready for you to manage and will be supported by the Lumen EU CDN support team.

To escalate your order, email DL-EMEASDCCMManagers@lumen.com.

The key references for repair and maintenance are your service ID or ticket ID.

Lumen has two distinct types of tickets:

• Support ticket: Used to report faults, incidents, or outages on a media service
• Change request (MACD): Used to make a non-billing impacting change to an existing media service
  
  

Note: The tickets above are managed by the Lumen EU CDN support team in EMEA and the Vyvx Technical Operations Centre (TOC) in North America.

Ticket resolution times will vary depending on complexity of the issue.

• Out-of-service (P1) support tickets aim to be responded to within an hour.
• Impaired service (P2) support tickets aim to be responded to within four hours.

Support tickets should be raised to report faults, incidents or outages. To raise a new support ticket, please have your service ID to hand and use one of the methods below:

• Portal: Learn how to create a support ticket in Media portal.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 3 (24 hours). Select an option below depending on your service affected:
  • Option 1: CDN (enter your 5-digit PIN, or use ‘21202’)
  • Option 2: Vyvx

To get an update on an existing trouble ticket, use one of the methods below:

• Portal: Learn how to view the status of a support ticket in Media portal.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 3 (24 hours). Select an option below depending on your service affected:
  • Option 1: CDN (enter your 5-digit PIN, or use ‘21202’)
  • Option 2: Vyvx
    
• Email: eucdnsupport@lumen.com

To escalate an open support ticket, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 3 (24 hours). Select an option below depending on your service affected:
  • Option 1: CDN (enter your 5-digit PIN, or use ‘21202’)
  • Option 2: Vyvx
    
• Email: eucdnsupport@lumen.com
  
  

Note: To see our escalation path for CDN and Vyvx services, view our escalation matrix. Escalations can be raised once per hour, a maximum of 5 times.

Change requests are non-billing impacting adds, changes, or removes/deletes to existing services. To raise a CDN or Vyvx change request, use one of methods below:

• Portal:  Follow our step-by-step guide on creating a change request support ticket.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 3 (24 hours). Select an option below depending on your service affected:
  • Option 1: CDN (enter your 5-digit PIN, or use ‘21202’)
  • Option 2: Vyvx

To receive notifications for Lumen planned maintenance, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 5 (09:00–17:00 GMT)
• Email: change.management.emea@lumen.com (Provide your customer number, full name, contact number, email, and whether you would like to subscribe for maintenance and/or ticket notifications.)
  
  

Note: To view our escalation levels for planned maintenance, view our escalation matrix (page 2).

To notify Lumen about your own planned maintenance in advance, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 5 (09:00–17:00 GMT)
• Email: change.management.emea@lumen.com (Provide details of the service ID or circuit ID(s) affected, the date and time of your planned maintenance.)

For helpful guidance on managing your CDN and Vyvx services, including caching, storing, and intelligent traffic management, please visit our Media portal overview page.

Important: In most cases, you will need your billing account number (BAN) or Invoice account number.

Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries, and general bill-related questions. To raise a new billing request, please have your service ID to hand and use one of the methods below:

• Portal: Follow our step-by-step guide on create a billing request
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00pm GMT)
• Email: emeabilling@lumen.com (Reference your invoice number or billing account number.)
  
  

Note: You can dispute charges for multiple services on a single request but they must all roll up to the same BAN.

To get an update or escalate an existing billing ticket, use one of the methods below:

• Portal: Follow our step-by-step guide to view the status of a billing request
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Reference your ticket ID.)
  
  

Note: If you wish to escalate an existing ticket, contact use using the phone number or email above.

To request a service credit, use one of the methods below:

• Portal: Sign in to Media portal. Click Billing > Billing Requests. Select Invoice Charge Dispute, then SLA Outage.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Provide the specified time period of the outage for review.)
  
  

Note: Our billing team will assess whether a credit can be sanctioned or not.

To change a service from one billing account to another, contact emeabilling@lumen.com providing the service ID and the associated billing account number you want the service to be billed under.

To request a company name or invoice address change, contact emeabilling@lumen.com providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.

To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Provide your billing account number.)
  
  

Note: If you request this ‘pro forma’ invoice, it should not be processed for payment.  Please only make payment once you receive your official invoice document.

To request a statement of account, please use one of the methods below:

• Portal: Sign in to Media portal. Click Billing > Billing Requests. Select Invoice Question, then Statement of Account.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 2 (09:00–17:00 GMT)
• Email: emea.ap@lumen.com (Provide your billing account number.)

Please send payment remittances to remittances@lumen.com along with the name of your business, customer number, payment date, currency, amount, our account reference, and the invoice number (including any credit notes if applicable).

To raise a payment query, please call +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)

Note: Provide your BAN and invoice number (if applicable).

There are two different types of renewals with Lumen:

• Service renewal: Single or multiple services renewed separately under different agreements.
• Customer renewal: All your services renewed together under a master service agreement (MSA).
  
  

To discuss your renewal options, please contact your account manager.

Note: We encourage you to contact us as early as possible to discuss your renewal. This allows us to provide you with the most competitive offer prior to your service(s) term end date.

If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid price increases.

Disconnects can only be raised for out of term services and take up to 30 business days from the submission date to be completed. If you decide to disconnect or terminate a service during the contractual term, an early termination charge will be applied. To raise a disconnect, use one of the methods below:

• Portal: Sign in to Media portal. Click Orders > Disconnect Request > New Disconnect Request.
• Web: Online Disconnect Center
  
  

Note: If any of the services you wish to disconnect are associated to other existing Lumen services, please contact your account manager first to avoid incidents or outages.

To check the status of your disconnect, use one of the methods below:

• Portal: Sign in to Media portal. Click Orders > Order Status, then click the order ID for your disconnect request.
• Web: Online Disconnect Center

+44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 2 (24 hours)

• +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2 (09:00–17:00 GMT)
• emeabilling@lumen.com
  

+44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 2 (24 hours)

To raise a formal complaint about your Lumen experience, please fill in our complaints form.

Use the Managed Services portal to manage all hosting, IT, and cloud services. Select your service first by using the Service menu on the top-left of the portal.

To gain access to Managed Services portal, contact your master user or email request@lumen.com with your customer number, full name, and contact details. If there is no master user, read our self-registration guide.

Learn how to reset your Managed Services portal password.

For help and guidance with Managed Services portal, use our knowledge base.

If you experience a portal outage or issue, use one of contact methods below:

• Phone: 44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 2 (24 hours)
• Email: request@lumen.com (Provide your customer number or billing account number, a description of the issue, and any supporting evidence (e.g., screenshots).)

Below are standard contacts for every Lumen account depending on your request:

• Sales or product migrations: account manager
• Account management and renewals: customer success professional
• Design of your service: sales engineer (SE)
• Processing of your quote and order creation: sales processing specialist (SPS)
• Delivery of your order: service delivery manager (SDM)
• Repair support for your service: Operations Centre
• Billing support for your service: Billing Desk
  
  

Lumen also offer highly recommended professional services which can purchased at anytime for a small recurring fee by emailing emea.professionalservice@lumen.com. These professional services have been outlined below:

• Service management for your account: client service partner (CSP)
• Dedicated operational support for your account: technical operations manager (TOM)
• Dedicated service engineer for your account: technical service engineer (TSE)
• Dedicated technology architect for your account: client technology architect (CTA)

The key references for orders are your order number or service ID.

Lumen has two distinct types of orders:

• New installs: New service(s) to be installed
• Modifications: An upgrade, downgrade or other billing-impacting change to an existing service

Outlined below are the key order journey stages related to your service delivery.

• Confirm: Lumen will confirm your service delivery manager (SDM) and order any equipment required.
• Design: Lumen reserves provisioning resources and finalises any design requirements.
• Build & Test: Lumen completes the logical build and configuration of your service before testing thoroughly.
• Manage: Once your service is passing traffic, the delivery is marked complete. The service is ready for you to manage and will be supported by the Lumen operations team moving forward.

To escalate your order, please email emea.sdmanagers@lumen.com.

The key references for repair and maintenance are your site ID or ticket ID.

Support tickets should be raised to report faults, incidents or outages. To raise a new repair ticket, please have your service ID to hand and use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Support > Create.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 2 (24 hours)

To get an update on an existing support ticket, use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Support > Tickets > Open Tickets.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 2 (24 hours)

To escalate an open support ticket, call the operations centre and quote your ticket reference number.

Note: To see our escalation path for managed hosting and cloud services, view our escalation matrix.

To receive notifications for Lumen planned maintenance, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 2 (24 hours)
• Email: request@lumen.com (Provide your customer number, full name, contact number, email, and whether you would like to subscribe for maintenance and/or ticket notifications.)
  
  

Note: To view our escalation levels for planned maintenance, view our escalation matrix (page 2).

To notify Lumen about your own planned maintenance in advance, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 2 (24 hours)
• Email: request@lumen.com (Provide your customer number, full name, contact number, email, and whether you would like to subscribe for maintenance and/or ticket notifications.)

Important: In most cases, you will need your billing account number (BAN) or invoice account number.

Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries, and general bill-related questions. To raise a new billing request, have your service ID to hand and use one of the methods below:

• Portal: Learn how to create a billing request
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Reference your invoice number or billing account number.)
  
  

Note: You can dispute charges for multiple services on a single request but they must all roll up to the same BAN.

To get an update or escalate an existing billing ticket, use one of the methods below:

• Portal: Learn how to view the status of a billing request
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Reference your ticket ID.)
  
  

Note: If you wish to escalate an existing ticket, contact use using the phone number or email above.

To request a service credit, use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Billing > Billing Requests. Then select Invoice Charge Dispute > SLA Outage.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Provide the specified time period of the outage for review.)
  
  

Note: Our billing team will assess whether a credit can be sanctioned or not.

To change a service from one billing account to another, contact emeabilling@lumen.com providing the service ID and the associated billing account number you would like to service to be billed under.

To request a company name or invoice address change, contact emeabilling@lumen.com providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.

To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Provide your billing account number.)
  
  

Note: If you request this ‘pro forma’ invoice, it should not be processed for payment.  Please only make payment once you receive your official invoice document.

To request a statement of account, please use one of the methods below:

• Portal: Sign in to Managed Services portal. Click Billing > Billing Requests. Then, select Invoice Question > Statement of Account.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 2 (09:00–17:00 GMT)
• Email: emea.ap@lumen.com (Provide your billing account number.)

Please send payment remittances to remittances@lumen.com along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).

To raise a payment query, call +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)

Note: Provide your BAN and invoice number (if applicable).

There are two different types of renewals with Lumen:

• Service renewal: Single or multiple services renewed separately under different agreements
• Customer renewal: All your services renewed together under a master service agreement (MSA)
  
  

To discuss your renewal options, please contact your account manager.

Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.

If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid a price increases.

+44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 1 (24 hours)

• +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2 (09:00–17:00 GMT)
• emeabilling@lumen.com

• +1 877-453-8353 – option 5 (13:00–01:00 GMT)
• control.center@lumen.com

To raise a formal complaint about your Lumen experience, please fill in our complaints form.

• Control Center is the portal used to manage most voice and collaboration services except for Voice Complete and voice over IP (VoIP) services.
• Voice Feature Management is used to manage your Voice Complete service.
• VoIP portal is used to managed your Hosted VoIP and IQ SIP Trunk services.
  
  

For some collaboration services, you can sign in to online account pages below and join or host meetings:

• Blue Jeans delivered by Lumen
  
• Cisco WebEx delivered by Lumen
  
• Zoom delivered by Lumen

To gain access to Control Center, Voice Feature Management, or the VoIP portal, contact the system administrator for your account or email control.center@lumen.com with your customer number, full name, and contact details.

If you are a new customer, contact your Lumen representative.

• Learn how to retrieve your Control Center username or password.
• To reset your password for Voice Feature Management or VoIP portal, email control.center@lumen.com.

• Learn more about using Control Center
• Learn more about using Voice Feature Management
• Learn more about using VoIP portal

Portal support tickets should be raised if you have Control Center, Voice Feature Management or VoIP portal issues, outages, or require additional access to your profile. To raise a portal support ticket, use one of the methods below:

• Portal: Learn how to create a portal support ticket.
• Phone: +1 877-453-8353 option 5 (13:00–01:00 GMT)
• Email: control.center@lumen.com (Provide your customer number, billing account number, or enterprise ID, along with a description of the issue and any supporting evidence (e.g., screenshots).)

To view status or escalate an existing portal support ticket, use one of the methods below:

• Portal: Learn how to view the status of a portal support ticket or escalate a portal support ticket.
• Phone: +1 877-453-8353 option 5 (13:00–01:00 GMT)
• Email: control.center@lumen.com (Provide your portal support ticket number.)

Below are standard contacts for every Lumen account depending on your request:

• Sales or product migrations: account manager
• Account management and renewals: customer success professional
• Design of your service: sales engineer (SE)
• Processing of your quote and order creation: sales processing specialist (SPS)
• Delivery of your order: customer care manager (CCM)
• Activation of your service: activations engineer
• Repair support for your service: Service Desk
• Billing support for your service: Billing Desk
  
  

Lumen also offer highly recommended professional services which can purchased at anytime for a small recurring fee by emailing emea.professionalservice@lumen.com. These professional services have been outlined below.

• Service management for your account: customer support manager (CSM)
• Dedicated operational support for your account: Enhanced Technical Operations (ETOPs)

The key references for orders are your order number or service ID.

Lumen has two distinct types of orders:

• New installs: New service(s) to be installed
• Modifications: An upgrade, downgrade or other billing-impacting change to an existing service

Please refer to our order intervals page.

• On-net refers to services delivered by Lumen without third-party supplier involvement.
• Off-net refers to the involvement of a local, third-party supplier to deliver the last mile of service.

To help you prepare for your new installation or modification order, visit our Readiness site. Outlined below are the key order journey stages related to your service delivery:

• Confirm: Lumen gather technical information from your primary order contact to enable timely, accurate delivery. Get prepared by taking a look at our local contacts guideline and site preparation guide.
• Design: Lumen reserves network resources, finalises your configuration requirements and conducts a site survey if necessary before confirming your delivery date.
• Build & Test: Lumen completes the logical build and configuration of your service before testing thoroughly.
• Activate: If you ordered plug and play services, you must connect your equipment to the Lumen demarcation and self-activate using our self-activation guide. If you have activated services, then Lumen will schedule activation slots directly with you. Billing then begins three days after the service commencement date. View our billing commencement policy.
• Manage: Once your service is passing traffic, the delivery is marked complete. The service is ready for you to manage and will be supported by the Lumen operations team moving forward.

To escalate your order, email DL-EMEASDCCMManagers@lumen.com.

The key references for repair and maintenance are your service ID, circuit ID, or ticket ID.

Lumen has two distinct types of tickets:

• Repair ticket: Used to report faults, incidents or outages on a service
• Change request (MACD): Used to make a non-billing impacting change to an existing service
  
  

Note: The tickets above are managed by the Lumen operations team in EMEA.

Ticket resolution times will vary depending on complexity of the issue and may be dependent on third party supplier actions.

• Out-of-service (P1) repair tickets aim to be responded to within an hour.
• Impaired service (P2) repair tickets aim to be responded to within four hours.

Repair tickets should be raised to report faults, incidents or outages. To raise a new repair ticket, please have your service ID to hand and use one of the methods below:

• Portal: Learn how to create a repair ticket.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 1, then 1 (24 hours)

To get an update on an existing ticket, use one of the methods below:

• Portal: Learn how to view the status of a repair ticket.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 1, then 2 (24 hours)

To escalate an open ticket, use one of the methods below:

• Portal: Learn how to escalate a repair ticket.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 1, then 3 (24 hours)
  
  

Note: To see our escalation path for network services, view our escalation matrix. Escalations can be raised once per hour, a maximum of 5 times.

Upon ticket closure, we will provide a short summary of the RFO. To request a formal RFO, please have your closed ticket ID to hand and use one of the methods below:

• Portal: Learn how to request a reason for outage report.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 1,then 1 (24 hours)
  
  

Note: RFOs can only be requested for closed ticket and can take up to 5 business days to provide.

Change requests are non-billing impacting adds, changes or removes / deletes to existing services. To raise a change request, use one of the following methods:

• Portal: Sign in to Control Center. Click Services. Click Change Requests (in the Change Requests box). Click New Change Request > Voice Complete.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 1, then 1 (24 hours)
  
  

For changes which impact your bill, please contact your account manager.

To receive notifications for Lumen planned maintenance, use one of the methods below:

• Portal: Sign in to Control Center.
  • Control Center system administrators can create notification settings for other users: Click Admin, then click Notification Management. Click Add New Setting.
  • Control Center users can create notification settings for themselves: Click your username, then click Notifications. Click Add New Setting.
    
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 5 (09:00am–17:00 GMT)
• Email: change.management.emea@lumen.com (Provide your customer number, full name, contact number, email and whether you would like to subscribe for maintenance and/or ticket notifications.)
  
  

Note: To view our escalation levels for planned maintenance, view our escalation matrix (page 2).

To notify Lumen about your own planned maintenance in advance, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 5 (09:00–17:00 GMT)
• Email: change.management.emea@lumen.com (Provide the service ID or circuit ID(s) affected and the date and time of your planned maintenance.)

Below are guides to assist your management of VoIP and collaboration services:

• VoIP
• Blue Jeans delivered by Lumen
  
• Cisco Webex delivered by Lumen
  
• Lumen Managed Event
• Lumen Ready-Access
• Zoom delivered by Lumen
  

Important: In most cases, you will need your billing account number (BAN) or Invoice account number.

Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries and general bill related questions. To raise a new billing request, please have your service ID to hand and use one of the methods below:

• Portal: Learn how to create a billing request
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Reference your invoice number or billing account number.)
  
  

Note: You can dispute charges for multiple services on a single request but they must all roll up to the same BAN.

To get an update or escalate an existing billing ticket, use one of the methods below:

• Portal: Learn how to view the status of a billing request.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Reference your ticket number.)
  
  

Note: If you wish to escalate an existing ticket, contact use using the phone number or email above.

To request a service credit, use one of the methods below:

• Portal: Sign in to Control Center. Click Billing, then click Billing Requests. Select Invoice Charge Dispute > SLA Outage.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Provide the specified time period of the outage for review.)
  
  

Note: Our billing team will assess whether a credit can be sanctioned or not.

To change a service from one billing account to another, contact emeabilling@lumen.com providing the service ID and the associated billing account number you want the service to be billed under.

To request a company name or invoice address change, contact emeabilling@lumen.com providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.

To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
• Email: emeabilling@lumen.com (Provide your billing account number.)
  
  

Note: If you request this ‘pro forma’ invoice, it should not be processed for payment.  Please only make payment once you receive your official invoice document.

To request a statement of account, please use one of the methods below:

• Portal: Sign in to Control Center. Click Billing, then click Billing Requests. Select Invoice Question > Statement of Account.
• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 2 (09:00–17:00 GMT)
• Email: emea.ap@lumen.com (Provide your billing account number.)

Please send payment remittances to remittances@lumen.com along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).

To raise a payment query, please use one of the methods below:

• Phone: +44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 2, then 1 (09:00–17:00 GMT)
  
  

Note: Provide your billing account number and invoice number (if applicable).

There are two different types of renewals with Lumen:

• Service renewal: Single or multiple services renewed separately under different agreements
• Customer renewal: All your services renewed together under a master service agreement (MSA)
  
  

To discuss your renewal options, please contact your account manager.

Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.

If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid price increases.

Disconnects can only be raised for out of term services and take up to 30 business days from the submission date to be completed. If you decide to disconnect or terminate a service during the contractual term, an early termination charge will be applied. To raise a disconnect, use one of the methods below:

• Portal: Sign in to Contol Center. Click Services. Click Disconnect Request (in the Change Requests box). Click New Disconnect Request.
• Web: Online Disconnect Center
  
  

Note: If any of the services you wish to disconnect are associated to other existing Lumen services, please contact your account manager first to avoid incidents or outages.

To check the status of your disconnect, use one of the methods below:

• Portal: Sign in to Control Center. Click Services. Click View (in the Order Status box). Click the order ID for your disconnect request.
• Web: Online Disconnect Center