Migrating services
Thank you for choosing Lumen as your network provider. By migrating services, you'll benefit from
- greater reliability, increased security, and improved performance with an end-to-end circuit on a single network
- simplified expansion of your network and services using our local presence and global reach
- faster resolution of service issues with better communication channels
- communication directly with Lumen—no third-party providers
- reduced handoffs between service teams
As we migrate your services, use this guide to follow the process step by step and to know where we'll need your help.
Work with your Lumen representative to submit your order. To submit your order, we'll need to confirm details such as
- your service address
- the locations of copper and fiber handoffs
- a local contact to work with for access, site surveys, and during any maintenance windows
- any existing extensions/demarcations or any other required extensions
- IP addresses and equipment (including routers) you'll be using on our network
If we need to complete a site survey, we'll check to make sure your equipment room is ready for your new service. While we're working on your order, it's a good time to be sure your room meets our requirements.
Once you submit your order, we'll assign a customer care manager to manage your order through activation. If you ever have questions, contact your customer care manager. Here are the primary times your customer care manager will contact you
- welcome email or phone call to review your order and verify demarcation information, extensions, IP reuse, and activation
- manages your order and the schedule for important milestones
- weekly or bi-weekly conference calls or email updates (based on your preference)
- scheduling your activation and any maintenance windows (for switching to your new service)
We may also contact you (or your local contact) if we have additional questions.
The installation team reviews the design and then requests a site survey (if needed) using either Lumen technicians or a third-party vendor. We'll work with the local contact you specified to schedule and complete the survey. If you're in a leased building, be sure to coordinate access with building management so we can complete the survey. Based on the results of the survey, we may need to send technicians back to install additional equipment or to extend wiring so we're able to complete your order.
Building extensions
To make this migration easier for you, Lumen will complete any inside wiring needed to connect the services from the demarcation point to your equipment within the same building at no additional charge (subject to availability)—known as building extension service. Work performed is subject to the building extension service schedule (available upon request).
In some rare cases, we may not be able to provide the building extension at no additional charge. If necessary, we'll contact you to discuss your options and any charges before starting the work.
Once we've installed your service, we'll test the service to make sure it's working correctly (and according to your specifications). When everything is working correctly, the order moves to Pending Activation status.
Note: Testing your new service won't affect your existing service. We won't make any changes to your existing service until they switch you over to your new services (referred to as a hot cut).
Typically, we move you to the new service using a hot cut. A hot cut requires a brief downtime (typically just a few minutes) and we'll work with you to schedule this to minimize impacts to your business, including scheduling after hours or over a weekend. To activate some services, we'll need to have a Lumen technician at your location and we'll coordinate with your local contact to arrange a date and time.
We'll provide you with a customer commit date—the date and time we'll activate your service. If you can't meet the date, contact your customer care manager as soon as possible to reschedule. If we do not hear from you or you're not ready on that day/time, we may start billing you for your new service.
After we activate your new service and turn it over to you, we'll submit the disconnect request for your old Lumen services. You do not need to do anything for the disconnect to take place; Lumen takes care of it for you. If your old service is disconnected before your contract end date, we will waive any early termination penalties resulting from your migration.
