Readiness: Lumen^® Hyper WAN^®

Use the guidelines on this page to get ready for us to install and activate your Lumen Hyper WAN 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 1)

• 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 complete installation

Use this checklist to help you get your site ready for Lumen Hyper WAN service. If you have any questions about this checklist or site readiness in general, chat with us.

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.

When you order Lumen Hyper WAN, 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 backboard should be 1.2m x 2.4 m (4' x 8' x 3/4") fire-rated plywood fastened to studs and able to support 23kg (50lbs.)
• The backboard should be within 2m (6') of a dedicated power outlet.
  
• The circuit must terminate within 6m (20’) of the wall-mounted 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’).
• Power and distances required for wall-mounted equipment also apply to rack-mounted equipment.
  

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 48V DC, 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 (3/4”) 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.

Cabling and cabling path can be completed simultaneously. Please allow approximately two weeks for completion. You may elect to hire an electrician to assist you. This work can be done concurrently with the relay rack, power, and ground installation.

• Provide inter-duct for floor-to-floor or suite-to-suite access.
• Common building telecom riser shafts should be used where available; you must perform any necessary core drilling or other premise preparation work.
• Lumen will provide a clear path with conduit or cable tray from the manhole to the minimum point of entry (MPOE)/telecom room where the equipment will be placed (if applicable).
• A site survey applies when either a Lumen technician or contractor is entering a building for the first time or is capacity constrained in a building.

When a telecom service is provided to a commercial building, it is typically delivered to the minimum point of entry (MPOE)/telecom room. This demarcation point (or demarc) is generally the point at which you become responsible for the cabling and wiring. Depending on the building, the extension from the demarc to your equipment may be a substantial distance; therefore, it is important to investigate options early.

• Lumen can help you order/complete this extension. We may work with third-party vendors to complete the extension. When you order Lumen Hyper WAN, you can request a building extension to complete the inside wiring extension (or you can complete it yourself or using another vendor).
  
  
• In some cases, your property manager may require working with a preferred provider. Completion of service installation is dependent upon the successful completion of the inside wiring. Delays to completing inside wiring will impact your installation date.
  

Lumen smart demarcation is a network interface device (NID) deployed at your sites to provide end-to-end connectivity fault management and enables optional performance assurance with end-to-end SLAs.

Lumen deploys NIDs for all off-net Ethernet access to MPLS/IPVN circuits in North America.

Review the NID Site Preparation Guide

• The NID is a customer-premise device owned and installed by Lumen.
• The NID is installed and maintained at customer sites and Ethernet network-to-network interface (E-NNIs); country limitations may apply.
  
  

To facilitate installation of the smart-demarcation device, make sure

• the installer can access the site at the scheduled installation time(s).
• your appropriate personnel are on-site and available at the scheduled installation time(s).
• power distribution boxes, conduits, backboard or rack space for equipment mounting, grounding, surge and lighting protection are ready (Associated hardware and power outlets are within 1m (3’) of the smart demarcation device installation location.)
• inside wiring is in place, including extensions and any necessary building alterations, so the smart demarcation device can be installed within 2m (6’) of the local access demarcation
• the demarcation point for this installation is clearly marked to allow the installer to connect the correct circuit to the correct smart demarcation device interface

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 manage your Lumen Hyper WAN service: view your invoices, check the status of an order, submit repair tickets, and more.