Lumen help
Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, clear communication. To help meet that commitment, we developed this handbook to guide you through our support structure, no matter what solution we deliver.
Our goal is to be easy to do business with. We welcome your feedback. If you have questions or suggestions related to this handbook, please email us.
Regional President
Lumen, Latin America
Core Network Services
The Lumen comprehensive data communication and transport portfolio includes international, intercity, metro and Internet access services. Our extensive Latin American, European, Asian, and North American fiber footprints offer the quality, reach and diversity required to support your business continuity and growth. Our transport and Internet services are offered with a commitment to collaboration and flexibility to meet your needs. We understand your challenges and elaborate solutions that can be dynamically modified as your business requirements evolve. We support the fastest-growing networks through scale and continuous investments.
Enterprise Applications
Our corporate services leverage the assets of international, intercity, and metro networks to facilitate the deployment of next-generation services for medium to large enterprises. We can support your growth in metro areas, across the country, and around the globe with SDWAN, Ethernet, Cloud Connect and SIP Trunking services, as well as with managed and advanced security solutions. Lumen helps you plan intelligent and easy to manage networks that enable you to respond to increases in data and traffic. Additionally, all our services are supported by our reliability, experience, and flexibility.
Content Delivery Network (CDN)
With our content delivery services, you can better manage the evolving challenges that digital media's continuous growth and popularity brought to web-based businesses. There has been a dramatic increase in the amount of content and size of files—along with end users’ expectations for a richer web experience. Our content delivery network (CDN) solutions can help you respond to a fast and unpredictable growth of traffic (audio, video, websites, files, texts, and photos). CDN Content Delivery is complemented with our Edge Compute functionalities for improved performance, integrating WAF, dynamic caches, SEO and other applications in a seamless way.
Voice Services
With a broad portfolio of voice services and Lumen being a licensed operator for public telephony services, our proposals can solve all your business communications needs. We support local, national, and international telephony solutions based on native SIP technology; also satisfying the integration of legacy platforms (TDM) according to the personalized need of each customer. With our infrastructure resources, we can solve your public and private voice needs through call, local numbering, and toll-free services, as well as advanced NGN networking features.
Managed Unified Communications and Collaboration Services
Our portfolio of collaboration services will allow you to easily expand the same virtualized approach to work across all your resources regardless of your desktop preference. Our solutions are aimed at optimizing the productivity of your company, reducing costs, and effectively improving your business processes. UC&C Lumen services are based on “world class” technology platforms that integrate, after a ubiquity approach, the four dimensions of collaborative work (desktop, audio, web, and video). Our platform services and managed real-time applications are accessible under the service mode, after a single SLA and point of contact, where the highest standards of premium quality inherent in our own IP network infrastructures are guaranteed.
Data Center Services
Lumen is a communications and IT provider which operates more than 350 data centers distributed throughout the United States, Europe and Latin America. The customized IT infrastructure solutions offered by Lumen enable the development of processes for companies, carriers and governments. Our Data Centers offer various options regarding potential, space and network connectivity, making them an excellent alternative for hosting from telecommunications equipment to high density IT servers. Our data center infrastructure is based on the redundant engineering model, both for power and refrigerating and environment control subsystems. The physical security system has been implemented in layers, which allows compliance with security norms which rule the transmission, management and housing environments for companies’ critical data.
With the objective of offering integral solutions, in addition to its IT infrastructure services, Lumen provides Managed Services, through which it operates and manages our customers’ platforms and applications, based on the market’s best practices. The main benefit offered by our portfolio of managed services is the ability to count on next-generation, high-quality services without the need to incorporate technologies and specialized people or develop specific structures and practices. By delegating the management of their IT platforms to Lumen, companies can allocate 100% of their resources, both financial and human, to their core business activities.
Across every step of service setup and delivery, we want you to access the most knowledgeable resources. We will assign you an account manager, as well as other support resources to help ensure we deliver a great customer experience.
Account manager (AM)
The account manager is responsible for offering the best solutions for your company’s needs and will be your general point of contact with Lumen Sales. Your account manager is responsible for understanding your needs, collecting and confirming your specifications and requirements (necessary elements to submit an order). They will also work with you on quotes and orders for new and additional Lumen services, as well as assist in the entire service application process. All of our customers have a designated account manager.
Sales engineer (SE)
The product specialist, now called sales engineer (SE), works with you to identify technical options and define the technical requirements to implement your services. They are responsible for understanding your current services, potential needs, and proposing viable and reliable technical solutions. With technical capabilities and a thorough understanding of the services Lumen offers, your sales engineer manages the technical and engineering aspects of the service during the evaluation of your needs and the presentation of the offering. There is a designated sales engineer for each customer and product area: data, data center, and voice.
Your customer care manager is your contact throughout the entire sales process, managing from the placement of the technical order to the activation of your first invoice. Ultimately, the CCM "owns" the information of your entire experience with us. They act as a point of contact, proactively managing your service to guarantee the highest levels of satisfaction and the fulfillment of your expectations, while, at the same time, communicating with you regularly to keep you informed of requests, highlights and updates of the project.
Billing Customer Care (BCC)
Billing customer care is responsible for receiving all requests related to billing and investigating them on your behalf. The BCC is also responsible for resolving disputes and issuing the corresponding credits when necessary.
Service manager (SM)
If you have selected managed services such as Network Management, Security, Cloud Services, and Managed Voice, you will count on the support of a service manager. They are responsible for managing your services and ensuring they are delivered according to what was agreed, also providing information regarding the service’s quality and performance. Additionally, they analyze and arrange improvement plans, provide feedback, and manage change requests.
Customer service manager (CSM)
For wholesale customers, the customer service manager data carrier is part of the sales team and is your advocate in Lumen. The CSM is the contact for escalation within the account team for topics related to account lifecycle, customer training, coordination of performance meetings, billing requests, presentation of new service requests, or search for resources within Lumen to answer questions. The CSMs are assigned to provide local or regional support to local, regional or global carrier accounts. We ask our customers to scale directly to the operational groups such as assurance and delivery. The CSMs aren’t part of the NOC or operational teams, but they are also available to assist you within these groups. All CSMs speak English and Spanish; in Brazil, they also speak Portuguese.
Service Assurance (TSC)
This team is responsible for the operation of your services. They receive requests through the phone numbers listed in the key contacts section and focus on solving issues in your networks.
Delivery touchpoints
Once you’ve placed an order with Lumen, the basic communications (touchpoints) you will receive during the process are described below:
You may check the status of your order at any time by contacting your customer care manager (CCM) or accessing our LATAM customer portal.
Request for order's technical details |
|
Order details confirmation |
|
Expected date for service delivery |
|
Service installation reminder |
|
Activation planning |
|
Connectivity notice |
|
The Technical Service Center (TSC) in Latin America is committed to provide the best customer assistance experience, through technical support 7 days a week, 24 hours a day, 365 days a year. Telephone access is available in several Latin American countries and in the United States, according to the key contacts section.
Remember that you can also open a ticket by entering our LATAM customer portal in the Tickets section.
Information required to report an incident
To issue a trouble ticket (TT) in the TSC, Lumen requires the following information:
In situations in which access or local contact cannot occur, the TT will be placed in a “waiting for customer” status, and these periods will not be considered as unavailable according to SLA.
For more information regarding customer assistance responsibilities and activities not covered by the TSC please access our LATAM customer portal in the "Help Center" located in the top-right corner ().
Request for changes in active data services
Lumen puts at your disposal the list of requests for standard changes in active data services, limited to 10 locations per change:
*These requests are equally applied to satellite services.
Important: The standard change process will be analyzed in up to 72 business hours and set forth during business hours.
Requests should be registered in LATAM customer portal, with the express indication of whether they should be applied within a pre-established window of time.
In case your request is not in the standard changes list or if it cannot be addressed during predetermined periods of time, we ask that you contact your Service Management team or your account manager, who will launch the corresponding internal tasks in order to analyze and process your request.
Process for programmed activities in the Lumen network (GCR)
The change management process is applied by Lumen whenever it is necessary to conduct a programmed interruption of the service provided to customer (GCR—global change request), so that work can be carried out on our backbone network.
Among Change Management’s most common functions, we can highlight activities such as increase in network capacity to adapt it to your new requirements, increase of geographic reach, technological updates and activities to improve reliability of services.
Given these needs, the Lumen Change Management team coordinates with the internal areas and manages communications and pre-approvals with the customers who will have their services impacted.
To mitigate customer impact, all programmed work is carried out according to the following rules:
A. Work in standard situation
B. Work in emergency situation
In certain situations, indispensable matters require that work is conducted in order to avoid further impacts as a result of distinct causes such as vandalism, city work, need to repair network elements that may generate greater impact in the network, among others.
Under these circumstances, Lumen will do everything in its reach to conduct work during the hours closest to the ones specified in item A.1, as well as notifying with the advance indicated in item A.2.
Country | Toll-free number | Local number | Description |
Argentina | 0800-800-5383 | +54-11-5170-5383 |
|
Brazil | 0800-887-3333 | +55-11-3957-2288 | |
Chile | 800-360-303 | +56-22-422-5803 | |
Colombia | 01-8000-117997 | +57(1)-611-9013 | |
Ecuador | 1800-400-408 | +593-2-400-5080 | |
Mexico | 01-800-999-1422 | +52-55-2581-6333 | |
Peru | 0800-7-0662 | +51-1-705-5777 |
Country | Toll-free number | Local number | Description |
Costa Rica Panama USA |
+1-800-467-7288 | +1-305-808-6010 | Data, Voice, CDN |
Network Management, Managed Voice, Managed Video, Enhanced Video Collaboration |
|||
+55-11-3957-2288, option 4 | Vyvx (USA local support) |
Country | Toll-free number | Local number | Description |
Venezuela | 0800-285-8300 | +58-212-204-9378 +58-212-600-9800 +58-212-204-9351 +58-212-204-9364 |
Data, Voice, CDN |
+212-204-9306 | Managed Voice, Managed Video, Enhanced Video Collaboration |
||
0800-134-1064 | +55-11-3957-2288 | Vyvx (USA local support) |
Important: For more information regarding escalation numbers and the communication of reported events please access our LATAM customer portal in the "Help Center" located in the top-right corner ().
Billing Customer Care team
The Billing Customer Care team is responsible for solving any billing requests you may have. You may get in touch with the team through our LATAM customer portal. Using the customer portal will speed up your requests.
Country | Portal |
Argentina, Brazil, Chile, Colombia, Ecuador, Peru, Venezuela, USA |
LATAM customer portal |
México, Panamá, Costa Rica |
Control Center |
If you have trouble signing in, please contact us at the numbers below:
Location | Toll-free number | Local number |
Argentina | 0800-800-5853 | +54-11-5170-5383 |
Brazil | 0800-887-3333 | +55-11-3957-2288 |
Chile | 800-360-303 | +56-22-422-5803 |
Colombia | 01-800-011-7997 | +57-1-611-9013 |
Ecuador | 1-800-400-408 | +593-2-400-5080 |
USA, Panamá, Costa Rica |
+1-800-467-7288 |
+1-305-808-6010 |
México |
01-800-999-1422 |
+52-55-2581-6333 |
Perú |
0800-7-0662 |
+51-1-705-5777 |
Venezuela | 0800-285-8300 | +58-212-204-9378 |
Changing billing information
From the LATAM customer portal, you may request changes in billing information (such as your company’s legal name, tax ID, request of multiple invoices, contacts, addresses), by selecting the option “inquiry”.
In case you need, with the appropriate contractual support, the inclusion of invoices with PO/HES/MIGO numbers or any other internal request, email us using the addresses below:
Country | Portal |
Argentina, Chile, Colombia, Costa Rica, Ecuador, México, Panamá, Peru, USA |
Pre-Requisitos_LATAM@lumen.com |
Brazil |
BRA-billing@lumen.com |
Venezuela |
Ven-grp-facturacion@lumen.com |
Changes requested from the 1st–15th of each month will be reflected in the next invoice.
Changes requested from the 15th until the end of the month will be reflected in the subsequent invoice.
Our LATAM customer portal is our online account management system that allows you to manage your services 24 hours a day, seven days a week. It is a tool that your organization may use daily. Through safe access points, the portal provides a direct communications line to virtually anywhere in the world.
With the objective of simplifying and streamlining our customers’ experience, the portal counts on an updated and easy-to-use design to help you control and manage all your Lumen services throughout the request, implementation and post-implementation phases. The main page of the dashboard centralizes all the portal information and its functionalities for quick and easy access anytime.
Some of the benefits and advantages you will find while using the portal are:
In the portal, you will also have the chance to request a service extensions in the "My Services" section. For additional information, download the User's Guide in the "Help Center" located in the top-right corner ().
Accessing the portal
If you forgot your login, click Forgot your password? on the login page. After we validate your email, we'll send you a new password. If you are (or were) an active user of the portal, enter the same email and password you normally used for access.
Remember that once you obtain the access you can access the online user manual where you will find all the instructions necessary to operate within the portal.
With the acquisition, renewal or extension of a service, you will be handed a service request form that includes a section for you to assign the portal user administrator. This user has certain benefits that other users don’t have and are related to the administration (creation, modification and removal) of other users with different permits according to their needs.
In case you cannot access the portal due to unavailability or outage you can open a ticket by calling the TSC group in order to inform them of the issue.
If you have any questions or suggestions related to this online tool, please contact your Lumen service manager or send an e-mail to the following emails, according to your location.
We appreciate your feedback!
Country | Direct code | Lumen support |
Argentina | +54-11 | 5170-0000 |
Brazil—Cotia Data, Voice & Data Center |
+55-11 | 3957-2200 |
Brazil—Morumbi Administrative office |
+55-11 | 3957-1900 |
Chile | +56-2 | 2422-5900 |
Colombia | +57-1 | 611-9000 |
Ecuador | +593-2 | 400-4040 |
United States |
+1-305 | 808-5934 |
Mexico | +52-55 | 25816270 |
Panama | +50-7 | 314-0324 |
Peru | +51-1 | 705-5700 |
Venezuela | +58-212 | 204-9275 |