Lumen help
While every customer site is unique, there are things you can do before your Ethernet installation to help minimize delays and complications. Here, you'll find tools to help you understand these tasks and how you can prepare your environment for your new service.
This site addresses common questions and answers for the business owner or technical staff who is responsible for overseeing the physical installation of the Ethernet service related to Lumen Ethernet. This information will help whether the Ethernet service is used for services like Lumen® Metro Ethernet or Lumen® Ethernet Local Access for services such as Lumen® Managed Office, Lumen® Managed Office Essentials, Lumen® Hosted VoIP, or Lumen® IQ Networking.
To ensure you are ready for your Ethernet installation, use this checklist as you watch the video to take notes and confirm you are familiar with the location and availability of these items. If these elements are missing or inadequate, or you are unable to locate them, your installation may be delayed and incur additional costs. Please refer to the appropriate questions and answers below for additional information.
Got a question? Choose a selection below to read FAQs related to the following products & services:
Can I schedule the installation time for my install? Can I schedule the installation after hours or on weekends?
Yes, you can! Your Lumen account team can ensure that your order details include comments for the preferred installation time. The internal Lumen service delivery team will contact you regarding the service installation details and you can emphasize the desired installation time with the Lumen service delivery team. The Lumen service delivery team will proactively coordinate all the service activation tasks with you and your on-site service delivery team. Standard installation times are 8am-5pm (your local time zone). Your Lumen service delivery representative will inform you potential related charges for the non-standard installation (that is outside of the standard installation times of 8am-5pm).
Is there any paperwork I need to have in order for work to begin? Will I need permission from the building owner if I don't own the facilities? Does Lumen take care of any permits that need to be filed? How do I know if I have existing copper facilities that will handle the new service?
What should I do if I have additional questions about Ethernet site readiness?
The parking lot is between my building and where the Lumen Technician indicated Ethernet services need to be extended; how will that impact the installation?
I'm a tenant of the building and my building manager works with specific vendors. How can I be sure of what I need to have completed to be site ready?
I don't know where the building's main telecommunications room is located; how can I find out?
Who needs to be on-site during the Ethernet installation? How can I identify the Lumen technician?
Your designated on-site service delivery team and the Lumen local access provider (Lumen-coordinated) should be present for service activation. The Lumen technician will wear an identification badge and Lumen apparel. If Lumen has utilized a non-Lumen local access provider to perform the Ethernet installation, that individual is identified via an identification badge and the non-Lumen local access provider's apparel.
I am experiencing a problem with my service after it was installed; who do I contact?
Please contact your Lumen representative. Your Lumen representative is your primary point of contact and is able to address any questions you may have and assist with ensuring that the problem is resolved.
I need the Ethernet service delivered a distance away from my telecommunications room's demarcation point and into my office/suite. Do I need to install this inside wiring, or can Lumen deliver the inside wiring for me? What happens when my office/suite is more than 100m away from the telecommunications room's demarcation point?
It may be possible for the Lumen local access provider to extend the service for an additional inside wiring charge, but please contact your Lumen representative to coordinate that service. Your Lumen representative is your primary Lumen point of contact and is able to address any questions you may have. It is also important to follow industry standards for Ethernet service; these standards define exact specifications for maximum distances.
If I require a different physical connector from the telecommunication room demarcation point to my Ethernet service (e.g., copper instead of fiber), who do I contact?
This should be discussed with your Lumen representative at the beginning of your initial order. It's critical that this information is conveyed at your earliest opportunity because changing the physical connector once the Lumen technician is on site for Ethernet service installation will significantly impede the Lumen technician's ability to install service during that visit, and a follow-up visit will have to be scheduled.