Lumen help

Readiness: LATAM handbook

Héctor Alonso
Regional president
Lumen, Latin America

Hector Alonso

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.

Managed Contact Center Service

A set of solutions aimed at Contact Centers, where the various CCaaS technology options are hosted in the Lumen hybrid cloud and are based on the main global technology manufacturers. Our Cloud Contact Center managed platforms support services for in / out-bound campaigns, vertical application integrations and the consumption of bots or other cognitive agents, as well as applications customized to the preferences required by each client's business.

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.

Account manager (AM)

Sales engineer (SE)

Customer care manager (CCM)

Billing Customer Care (BCC)

Service manager (SM)

Customer service manager (CSM)

Service Assurance (TSC)

Delivery touchpoints

Information required to report an incident

Request for changes in active data services

*These requests are equally applied to satellite services.

Process for programmed activities in the Lumen network (GCR)

Country Toll-free number Local number Description
Argentina 0800-800-5383 +54-11-5170-5383
  • Option 1: Data, Voice, Internet

  • Option 2: Network Management

  • Option 3: Data Center, Security, Cloud

  • Option 4: Managed Voice, Managed Video Conferencing, Enhanced Video Collaboration, CDN, Vyvx
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)

Billing Customer Care team

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

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.

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

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