Get help after activation

We strive to make it easy to do business with us and to provide secure, reliable connections when, where, and how you need them. We aim to provide steady, dependable service. When you do encounter an issue, here is what you can do to help us get you back up and running.

Open a repair ticket or reason for outage (RFO) request using Lumen Connect or call 877-453-8353. After creating a repair ticket, we give you a ticket number so you can track progress. You can get updates by doing on the of the following:

• checking status in Lumen Connect
• subscribing to email updates for all tickets
• adding your email address to the ticket
• calling the Repair Center with the ticket number
• contacting your Lumen representative

Here’s what we’ll need from you:

• service ID, circuit ID, PIID, FRO ID*
• contact name, phone number, and email for your organization
  
• local contact name, phone number, and email
• site access hours
• intrusive testing approval
• description of the problem
• details of the impact to your organization

You can report a chronic problem (usually considered three or more tickets within 45 days) by calling 877-453-8353. Chronic reports should be focused on the history of a single circuit ID, PIID, or service ID. Lumen handles chronic tickets differently than repair tickets and you should expect a more thorough and lengthy process to analyze the issue. If you have an urgent service outages, submit a repair ticket as well as a chronic ticket.

Here’s what we’ll need from you:

• circuit ID, PIID, service ID, FRO ID*
• contact name, phone number, and email for your organization
  
• local contact name, phone number, and email
• site access hours
• detailed history of the problem

Please contact the right management using the escalation list.

Use Lumen Connect to track upcoming planned network maintenance that may affect your services. You can also request additional information about a maintenance event using Lumen Connect—including requesting Lumen reschedule the event.

Send your question or request about any Lumen scheduled maintenance to Change Management with the GCR number and required support details. You will receive a reply with a ticket number as verification of the request.

You can track progress using the same steps in Opening and monitoring repair tickets (above) or by accessing Lumen Connect. Common support tasks include confirming the expected impact of maintenance, requesting the reschedule of maintenance, or requesting special handling during planned service affecting work. Standard service affecting maintenance notification window is seven days.

Here’s what we’ll need from you:

• GCR number
• impacted circuit IDs, PIIDs, service IDs*
• contact information for your organization

If you need additional details about our operational procedures, review the handbook for your region. You can also access Lumen Connect or you can contact your customer delivery manager or account director for help. Learn more about Lumen Connect

Lumen explains the reason for an outage (RFO) when every ticket is closed. Verbal RFOs are available immediately and provide a brief summary explaining the cause uncovered during troubleshooting. Written RFOs are provided on Lumen letterhead and include the same information as a verbal RFO, plus an executive summary and the impact time estimate. Upon request, a timeline of events is also available. A written RFO will be provided within approximately 3–5 business days of the time you request it and the repair ticket is resolved and closed.

*If you don’t know the service ID, circuit ID, or FRO ID, contact your Lumen representative.