Lumen help
+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 1, then 5 (24 hours)
+44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 3, then 2 (09:00–17:00 GMT)
+44 800 496 5000 or +800 5336 3273 (877-217-7017 within US) – option 1, then 1 (24 hours)
To raise a formal complaint about your Lumen experience, please fill in our complaints form.
Manage your network services (except SD-WAN) using Control Center.
Manage your SD-WAN with Versa Networks service using SD-WAN Versa.
To gain access to Control Center, please contact the Control Center system administrator for your account or email control.center@lumen.com with your customer number, full name, and contact details.
For help and guidance on all Lumen portals, visit our portal overview page.
Portal support tickets should be raised if you have Control Center portal issues, outages, or require additional access for your user profile.
Below are standard contacts for every Lumen account depending on your request:
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.
The key references for orders are your order number or service ID.
Lumen has two distinct types of orders:
Estimated lead time: (Learn more about our order intervals.)
To help you prepare for your new installation or modification order, visit our Readiness site. (If you have ordered SD-WAN services, please read our specific SD-WAN readiness page.)
Outlined below are the key order-journey stages related to your service delivery:
To escalate your order, email DL-EMEASDCCMManagers@lumen.com.
The Global Customer Support team (GCST) can help you with self-activation or requesting a final patch. To contact them, please use one of the methods below:
Note: Once you create an activation ticket, the GCST team aims to respond within four hours.
The key references for repair and maintenance are your service ID, circuit ID or ticket ID.
Lumen has three distinct types of tickets:
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.
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:
To get an update on an existing ticket, use one of the methods below:
To escalate an open ticket, use one of the methods below:
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:
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.
These are available for specific services outlined below.
Table 1 shows the types of change requests covered for HSIP, unmanaged DIA and MPLS / VPN without managed services.
Unmanaged service change requests |
Phone |
Portal |
Portal option |
Add, change, or delete BGP session |
Yes |
Yes |
BGP Routing |
Add, change, or delete BGP multipath |
|||
Add, change, or delete BGP multi-hop and TTL to BGP |
|||
Add, change, or delete MD5 authentication BGP |
|||
Add or delete BGP blackholing |
|||
Add, change, or delete DNS RDNS PTR records |
DNS Change |
||
Add, change, or delete connected route |
Connected Route |
||
Add, change, or delete static route |
Static Route |
||
Add new IP address block |
New IP Address Allocation |
||
Change export policy |
n/a |
||
Change ASN or loopback peering IP |
|||
Create a VLAN |
|||
Update the prefix list with new prefix pages |
|||
Create a LAG by bundling circuits on same router |
Table 2 shows the types of change requests covered for managed DIA, SD-WAN and MPLS / VPN with managed services. If you do not have managed services, this option will not be available to you.
Table 2: Change requests for managed services
Managed service change requests |
Phone |
Portal |
Portal option |
Add a route/PVC |
Yes |
Yes |
Add |
Add IP-helper address on a LAN interface |
|||
Add a device / link |
|||
Add a subnet on a LAN interface |
|||
Change a route/PVC |
Change |
||
Change a subnet on a LAN interface |
|||
Change an existing SNMP read string |
|||
Change BGP routing policies |
|||
Change IP-helper address on a LAN interface |
|||
Change ISDN SPID number |
|||
Change MD5 password |
|||
Change QOS Match Criteria |
|||
Change QOS specification |
|||
Change routing protocol distribution |
|||
Change speed / duplex of an interface |
|||
Remove a route/PVC |
Remove / Delete |
||
Remove a subnet on a LAN interface |
|||
Remove an IP-helper address on a LAN interface |
For changes to wavelengths, Ethernet, cross connects, collaboration, private line and Ethernet services, a modification order must be raised given there is a billing-impacting change. Contact your account manager.
Colocation requests are used to gain temporary, permanent or emergency access to Lumen sites and data centres. There are two sub-types of badge-requests:
Please use the below methods to create a colocation request:
Note: All sites are accessible 24/7 and staffed Lumen facilities are available between 08:00–17:00 local time without charge.
To view the status of a colocation request for site or data centre access, use one of the methods below:
A field tech request is used to send a Lumen field technician to work or escort at a colocation site. This is a billable request and you will be charged at the standard rate. There are three sub-types of field tech requests:
Please use the below methods below to create a field tech request:
Note: All sites are accessible 24/7 and manned Lumen facilities are available between 8:00am–5:00pm local time without charge.
To receive notifications for Lumen planned maintenance, use one of the methods below:
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:
For helpful guidance on managing your SD-WAN service, including analytics and monitoring, please visit our SD-WAN support 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:
Note: You can dispute charges for multiple services on a single request, but they must all be on the same billing account number.
To get an update or escalate an existing billing ticket, use one of the methods below:
Note: To escalate a ticket, contact us using the phone number or email above.
To request a service credit, use one of the methods below:
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 BAN 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:
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:
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 billing account number and invoice number (if applicable).
There are two different types of renewals with Lumen:
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:
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:
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:
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:
The key references for orders are your order number or service ID.
Lumen has two distinct types of orders:
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.
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:
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.
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:
To get an update on an existing trouble ticket, use one of the methods below:
To escalate an open support ticket, use one of the methods below:
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:
To receive notifications for Lumen planned maintenance, use one of the methods below:
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:
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:
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:
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:
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:
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:
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:
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:
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:
+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 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.
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:
Below are standard contacts for every Lumen account depending on your request:
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:
The key references for orders are your order number or service ID.
Lumen has two distinct types of orders:
Outlined below are the key order journey stages related to your service delivery.
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:
To get an update on an existing support ticket, use one of the methods below:
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:
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:
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:
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:
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:
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:
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:
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:
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)
To raise a formal complaint about your Lumen experience, please fill in our complaints form.
For some collaboration services, you can sign in to online account pages below and join or host meetings:
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.
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:
To view status or escalate an existing portal support ticket, use one of the methods below:
Below are standard contacts for every Lumen account depending on your request:
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.
The key references for orders are your order number or service ID.
Lumen has two distinct types of orders:
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:
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:
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.
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:
To get an update on an existing ticket, use one of the methods below:
To escalate an open ticket, use one of the methods below:
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:
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:
For changes which impact your bill, please contact your account manager.
To receive notifications for Lumen planned maintenance, use one of the methods below:
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:
Below are guides to assist your management of VoIP and collaboration services:
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:
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:
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:
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:
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:
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:
Note: Provide your billing account number and invoice number (if applicable).
There are two different types of renewals with Lumen:
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:
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:
+1 866-254-5210 or +1 877-453-8353, option 1, then 2, then 5, then 1 (24 hours)
To raise a formal complaint about your Lumen experience, please fill in our complaints form.
Use the Security Solutions portal (accessed from Control Center) to manage Firewalls, Adaptive Network Security (ANS), Managed Security Services, Adaptive Threat Intelligence (ATI) security services.
The DDoS Mitigation and Reporting portal is used to manage your DDoS Mitigation Service.
The SavvisStation MSS portal is used to manage your Security Log Monitoring (SLM) service.
Portal support tickets should be raised if you have Control Center, Security Solutions, or DDoS Mitigation and Reporting portal issues, outages, or require additional access to your profile. To raise a portal support ticket, use one of the methods below:
For Savvis Station MSS portal outages or portal issues, please use one of the below methods to contact us:
To view status or escalate an existing portal support ticket created for Control Center, Security Solutions, or the DDoS Mitigation and Reporting portal, use one of the methods below:
For Savvis Station MSS portal ticket updates, please use one of the below methods:
Below are standard contacts for every Lumen account depending on your request:
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.
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:
To escalate your order, please email DL-EMEASDCCMManagers@lumen.com.
The key references for repair and maintenance of security services are your service ID or ticket ID.
Lumen has two types of tickets:
Note: The tickets above are managed by the Lumen Global Security Operations Centre (SOC).
Ticket resolution times will vary depending on complexity of the issue and may be dependent on third-party supplier actions.
Security repair tickets should be raised to report faults, incidents, or outages on security services. To raise a new security repair ticket, please have your service ID to hand and use one of the methods below:
For Security Log Monitoring, sign in to the SavvisStation MSS portal. Click Support > Create.
To get an update on an existing security repair ticket, use one of the methods below:
To escalate an open security repair ticket, use one of the methods below:
Note: To see our escalation path for security services (split into managed security and threat management), view our escalation matrix. Note, escalations can be raised once per hour, a maximum of 5 times.
Upon security repair 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 the method below:
Note: RFOs can only be requested for closed ticket and can take up to 5 business days to provide.