If you would like to make changes to, or have questions about, your reservation prior to scheduled start time, contact Vyvx Video Services.
Once your reservation is in session (start date and time is in the past), if you encounter any issues you should call Vyvx Operations to reach a broadcast technician, who will be your single point of contact for service related issues. The broadcast technician is trained to quickly address technical issues related to your Vyvx service. The primary objective of a broadcast technician is to provide start-to-finish accountability for broadcast operations and to drive the resolution of issues based on the first call.
You can reach a broadcast technician at any time. The broadcast technician will initiate a number of tests and processes to determine a fault and a fix agent. They will either solve the problem or collaborate with internal or external fix agents until a resolution is established. Fix agents could include Lumen Technical Operations Center (TOC) technicians or development and engineering organizations.
For each of these groups’ contact information, see the Broadcast Operations–Fiber/Satellite or Teleport (under Key Contacts).
To facilitate troubleshooting, please be prepared to provide the following required information:
- reservation confirmation number (provided upon booking of reservation): see the Key Service Identifiers (under How to order).
- description of the problem
- time the problem first occurred
- customer contact information: name, email, phone number(s) and alternate or after-hours contacts.
The broadcast technician will give you a trouble ticket number which references the issue you are reporting.