Readiness support: Lumen^® Fiber+ Internet

Use the guidelines on this page to get ready for us to install and activate your Fiber+ Internet service. We're committed to making it easy to do business with us and to provide you with secure, reliable connections when, where, and how you need them. Our team works quickly to answer questions and resolve any concerns you may have along the way.

• Questions about your order: click to chat with an order expert
  
  
• Billing, customer service, and product-related questions: click to chat on lumen.com or call 800-871-9244
  
  
• Repair issues (after activation): create a repair ticket or call 877-453-8353 (option 1, then 2, then 4, then 2)

• digital notifications keeping you aware of important milestones as we set up your service, including embedded links to chat with us if you have questions
  
  
• order status tracking in Control Center (Learn how to view the status of your order)
  
  
• contact from a Lumen technician (or contractor) to schedule times when we can:
  
  
  • survey your site and install inside wiring
  • install user network interface (if applicable)
  • install and test equipment for your service (network interface device and router)
    
    
• arrival of service equipment prior to the technician arriving onsite to perform installation (may contain a shipment of 1–3 devices)

We believe work is easier to manage when you know what to expect. If you follow these guidelines, you will have done your part to help ensure your service is installed on time and to your satisfaction.

Successful service installation relies on you ensuring your site meets specific standards, described in this guide, before a Lumen technician (or contractor) can install your service. The Lumen technician or contractor will survey your site and give you a precise list of requirements to get your site ready for service. If any site improvements are required, you should complete them as directed and as soon as possible to avoid delaying your service.

Use this checklist to help you get your site ready for Fiber+ Internet service. If you have any questions about this checklist or site readiness in general, chat with us. You may elect to hire an electrician to assist you with the relay-rack, power, and ground installation.

When you order Fiber+ Internet service, we require a relay rack. Use the guidelines below to install a relay rack that works for your service. Please ensure your is environment is ready before your install date.

• The relay rack should be within 2m (6’) of a dedicated power outlet.
  
• The circuit must terminate within 6m (20’) of the racked equipment (Do not use power strips or extension cords.)
  
• The equipment must be mounted no less than 1m (3’) from the floor and leave 25cm (-10”) clearance above.
• The relay rack should be 58cm wide x 2.1m tall (23” x 7’).

The work required to install the necessary power and ground can be completed simultaneously with the relay rack installation. You may elect to hire an electrician to complete the work. In general, allow two weeks from your customer commit date (CCD) to complete any stand-alone power and ground work.

• The amperage, number and type of receptacles will be determined at the site survey.
• Dedicated circuits backed up by UPS/generator systems are strongly recommended.
• For AC power, 20A, 120V AC generator-backed, AC power is typically requested.
• For DC power, if 48VDC, end user must provide +/- power leads with 2m (-6’) of slack wire coiled at the equipment location.
• You must provide adequate grounding capability in the form of 19mm (¾”) metallic conduit from the equipment to an approved building ground.
  
  

Grounding options listed in order of preference are: building service ground, main electric box, building steel, and, lastly, a metallic water pipe which is in direct contact with the earth for 10’ or more and electrically continuous to the point where the protector ground wire is installed; a bond must be placed around any meters.

You must maintain a suitable environment for your network equipment to work optimally.

Lumen will need to connect the building to our fiber network (if it's not already connected).

Lumen will activate the fiber in the building. It is typically delivered to the minimum point of entry (MPOE)/telecom room. This is also referred to as the entry-point connection.

Lumen will schedule a pre-installation/site survey appointment (conducted by either a Lumen technician or contractor) to complete this wiring.

Depending on the building, the extension from the demarc to your equipment may be a substantial distance—which may incur additional cost and may also affect your activation date. Completion of service activation is dependent upon the successful completion of the inside wiring. Delays to completing inside wiring may also impact your activation date.

Lumen works with you to activate your service. This includes final installation of your router (if provided by Lumen). A Lumen technician will install the router (if provided by Lumen) and activate the service. If you're using your own router, be sure to install and configure the router prior to service activation.

• An enterprise router is included for rental with your service. It includes an embedded or separate Wi-Fi appliance supporting both public and private Wi-fi connectivity.
• Your service includes one static public WAN IP for connectivity between your Lumen-provided router and the Lumen internet provider edge (PE).
• All devices connected to the LAN ports of the Lumen-provided router will be assigned a private IP address from 192.168.128 0/24 through DHCP. Public LAN IP address configuration is NOT supported.
• If your device needs to be accessible from the internet, NAT/port-forwarding will be configured on Lumen-provided router. NAT/Port forwarding maps public IP addresses to private IP addresses on the LAN. You can use the public WAN IP address included with your service to configure NAT/port-forwarding on the Lumen-provided router. You may add additional public IPs for NAT/port-forwarding configuration to your service.
  
• Lumen routers require NAT rules or port forwarding rules to be set up for the LAN IP addresses. When your order a Lumen router with additional static IP addresses, either your technical contact must be on site for the installation appointment or Lumen will need to schedule an IP activation call after the installation. A few days before your installation, Lumen will contact you to coordinate a conference call with your technical contact on-site to map the IP addresses.
   

If the above design does not meet your requirements, you may change your in-flight order to switch to providing your own router.

• Use your own device. You will configure your own router to work with Fiber+ Internet service.
• Please verify that your router is rated at the maximum bandwidth of your service.
• We will provide you with the recommended settings needed to configure in your router.
• Your router must support auto-negotiate and a/31 WAN subnet configuration.

Billing starts when the service installation has been completed by a Lumen technician and the service is functioning properly. Learn more about when billing starts.

If on the date of a scheduled service installation, your delay or inaction prevents us from installing your service, we will begin charging you for the service starting on the service commencement date we communicated to you. You will continue to accrue service charges until you are ready for us to complete service installation. Accrued service charges appear on your first invoice.

Learn more about your Lumen invoice

Control Center gives you access to critical business information and provides a flexible way for you to view your invoices, check the status of an order, submit repair tickets, and more.

Learn more about managing Fiber+ Internet
 

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