Your customer care manager monitors the progression of your order. If your order includes and managed devices, expect a site visit by a Lumen field technician to instal and test the device before your scheduled activation. Once the service is ready, your assigned customer care manager or project manager will provide your site technical contact with necessary information for your configuration. Once Lumen has indicated that your installation is complete, a Lumen representative will contact you to coordinate the date(s) and time(s) for the equipment installation and other stages of your activation—including the activating your voice service and separately any porting in of telephone numbers.
Once confirmation of internal resource availability has been received with approval to schedule, Lumen will communicate the final date/time of your activation call. Before to your activation day, Lumen will contact you to confirm the date/time of your activation. If you need to change to the reserved activation date/time, please notify your customer care manager or project manager immediately so we can reschedule. If you are unable to be present for the activation or cancel/reschedule within 24 hours of the scheduled activation start time, additional charges may apply.
If you are scheduled for an after-hours or a weekend activation call and a Lumen resource doesn't show up for the event, please contact the Scheduling & Activations on-call manager at 855-572-4322.
Use the checklists below to understand what takes place during the activation and you are responsible for before your scheduled activation.