Lumen help
Thank you for selecting Lumen as your Vyvx® Solutions broadcasting provider.
Lumen is dedicated to making your experience with us positive in every regard. Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, thorough answers to your questions. To help meet that commitment, we developed this customer handbook to provide policy and design information specifically related to the Vyvx® Solutions features and help guide you through our support structure.
This customer handbook offers a quick-reference guide to:
We focus on continually optimizing our processes, network and systems. If you have questions or suggestions related to this handbook, please email us at videoservices@lumen.com.
Broadcast Services overview
Whether it’s contribution services for live sports, breaking news and other broadcast events, or full-time global distribution to cable, IPTV, Internet or other direct-to-home platforms, Lumen Vyvx® Solutions help deliver your content to the people you need to reach in any format, at any bandwidth. Our Vyvx® Solutions provide a customizable set of global video contribution and distribution services for your content, delivered over our global, broadcast-quality fiber network.
Business Solutions
Broadcast Fiber Services
Our HD fiber network supports all commonly used broadcast standards, with encoding, decoding and broadcast fiber support for DVB-ASI, SD-SDI, HD-SDI, MPEG2/4 and JPEG 2000. Video services are supported between strategically located Television Switching Centers (TSCs) or Managed Video Network Service (MVNS) locations, and can be booked on a full-time or occasional basis.
Local Access Services
Lumen Vyvx® Solutions support a variety of local access options. We offer 270Mbps, 1.5Gbps, 3Gbps third-party local access, plus secure Internet access. Additionally, we can offer on-net local access where facilities exist.
Managed Services
Lumen Vyvx® Solutions include all the capabilities critical to point-to-point and point-to-multipoint broadcast video delivery. Our Managed Video Network Services (MVNS) help cost-effectively combine video with data services to enable you to switch effortlessly between live and file-based video delivery.
Vyvx Internet Access
This service allows broadcast quality video to be sent over the public Internet to another point on the Internet or a point on the Vyvx® Network. You can use your existing Internet connectivity without needing to pay for a separate access service. This is a substantial cost savings while also dramatically reducing the time to add new sites.
Satellite and Teleport Services
The Vyvx® fully integrated solution provides connectivity to more than 30 teleports around the globe. Our 11 wholly owned and operated teleports support satellite uplinking and downlinking, and are seamlessly integrated and connected to our intercontinental fiber network.
Venue and Event Services
Our Emmy® award-winning venue and events services combine our massive fiber network footprint with 24x7, full-time access points at hundreds of venues across the world. This service bundles all transmission pieces required by rights holders, including VenueNet+®, first-mile local access, digital broadcast fiber, Internet and phone lines
Internet Broadcast Encoding and CDN
Our Lumen® Content Delivery Network (CDN) is fully integrated into our broadcast fiber network, enabling online delivery of video content to any user and any device. Full-time or occasional video feeds can be encoded and ingested into our CDN for storage, Internet delivery and content distribution in a highly scalable, redundant manner for use in newsgathering, interviews and high-profile events.
Managed Video/Audio Format and Standards Conversion
Managed video format and standards conversion. Audio formatting and channel manipulation, including Dolby decoding and encoding.
You can access knowledgeable resources for support across every step of service setup and delivery.
Account director (AD)
Your account director provides information about Lumen services and serves as your overall point of contact. Your AD is responsible for gathering and confirming the specifications and requirements necessary to submit an order for full-time services or to make occasional reservations. Your account director works with you to execute all quotes and orders for new and additional dedicated CenturyLink services, and assists you through the credit application process.
Sales engineer (SE)
Your sales engineer works with you to identify technical options and define requirements for your services. The SE is responsible for understanding your existing network, key locations and potential needs. This source for technical information works to help tailor network solutions to meet your specific needs, and manages the engineering portion of your service quote as well as the inventory and capacity process for your orders.
Vyvx project manager
Your Vyvx project manager acts as a point of contact for full-time video service orders, including MVNS orders, by managing any interactions from order through billing to support the highest levels of customer satisfaction. The project manager proactively manages your service needs and serves as the conduit and escalation point for issues related to your full-time service—including order entry, order validation, service activation, test and turn-up, disconnects and billing activities.
Video services coordinator
Your video services coordinator helps you make occasional video service bookings (also known as “occasional reservations”). The video service coordinator is available around the clock to assist you with coordinating broadcast television transmission services utilizing the Vyvx fiber, satellite, and teleport network and vendor facilities. They also collaborate with broadcast operations service management team members and third-party providers to ensure seamless delivery of your video services.
Video provisioner
Your video provisioner submits orders for local access circuits with local exchange carriers on your behalf. Video Provisioning should be informed of any local access circuits ordered by you so testing can be coordinated with the local exchange carrier (LEC) and the Vyvx Technical Operations Center.
Broadcast technician
Your broadcast technician works to ensure reservations are activated and working properly on the Vyvx network. Broadcast technicians also work as needed with third-party providers to establish cross connections on your behalf. As owners of the broadcast operations service management process, they are your first point of contact if an issue is present with your service. Broadcast technicians are prepared to troubleshoot and resolve issues if they arise—anytime, night or day.
Broadcast engineer for on-site events
The broadcast engineer sets up and monitors HD encoding services at remote sites for customer events. Broadcast engineers are prepared to troubleshoot and resolve problems with HD encoding services. They also perform on-site setup and monitoring of Vyvx multi-customer special events.
Issue/action | Support group | Contact information | Targeted interval | Standard hours of operation |
Ordering full‑time services |
Account director (AD) | Account director (AD) | Installation varies based on local access requirements | Local business hours: 8:00am–5:00pm, Monday–Friday |
Vyvx project manager | ||||
Ordering MVNS services | Sales engineer (SE) | Sales engineer (SE) | Varies based on customer requirements | Local business hours: 8:00am–5:00pm, Monday–Friday |
Vyvx project manager | Vyvx project manager | |||
Account director (AD) | Account director (AD) | |||
Ordering Video Local Access | Vyvx Video Provisioning | Vyvx Video Provisioning Email: vyvxprovisioning@lumen.com |
Price Quotes 5–7 business days Returned to the customer from the date received (with accurate info provided). Firm Orders Request 3–5 business days Orders sent to LEC according to accurate info provided by sales/ customer. Firm Order Confirmation (FOC) 3–5 business days Upon receipt from the LEC the FOC is sent back to customer. Standard LEC SLA for Broadcast Video Circuit Installation 8–10 business days Only if there are available fiber facilities at the customer premise, and space and power requirement has been met by the customer. |
Local business hours: 8:00am–5:00pm, Monday–Friday |
Booking occasional services: Fiber and Satellite | Video Services: Fiber and Satellite |
Email: videoservices@lumen.com
Europe & UK: 44 20 7954 2172
APAC (select 7 for Vyvx Support):
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Immediate response | Always available: 24x7 |
Media portal support | Video Services | Media portal: mediaportal.lumen.com Email: vyvxmediaportal@lumen.com North America: 1‑877‑945‑2274 Global: 1‑720‑888‑0440 |
2 business day response time | Always available: 24x7 |
Broadcast Operations: Fiber only or Fiber and Satellite (trouble tickets) |
Fiber Operations: broadcast technicians | Email: vyvxoperations@lumen.com
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Issue dependent | Always available: 24x7 |
Broadcast Operations: Teleport (trouble tickets) | Teleport Operations: broadcast technicians | Atlanta Global: 1‑404‑638‑2000 Email: teleportatlanta@lumen.com Denver Global: 1‑303‑397‑4100 Email: teleportdenver@lumen.com Los Angeles North America: 1‑800‑922‑4424 Global: 1‑909‑943‑5399 Email: teleportla@lumen.com |
Issue dependent | Always available: 24x7 |
Billing | Billing Operations |
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10 business days response time for disputes and 2 business days for inquiries | Portal: 24x7 Phone: 6:00am–5:00pm MT, Monday–Friday |
Key service identifiers
You may need the key service identifiers listed below to manage your services. Please contact your account director or a video services coordinator with any questions.
Service ID | Example | Applies to | Used for | Where you find it |
Reservation confirmation number | 234567 or 23456789 | Occasional‑use and full‑time Video Services via Fiber, Teleport, and Satellite |
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Reservation name | Defined by the customer | Occasional‑use and full‑time Video Services via Fiber, Teleport, and Satellite |
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Vendor or access circuit ID | Varies by vendor | Local access circuits: a reservation number will also be assigned to these circuits and is shown on the invoice. |
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Full-time service
If your broadcast requirements include a connection available to you for a period of 24 hours per day for one month or more in duration, Vyvx offers full-time video services. A full-time video service should be ordered with the help of your sales team (account director and sales engineer) so your requirements are translated into the appropriate service order. The account director will complete a Vyvx service order with all the pertinent details related to the full-time service for your signature. The service order will be submitted to the Vyvx project manager for order management through provisioning and test, and finally acceptance by you. Once the local loop is in place and ready for testing, our Broadcast Operations team will notify you. You should then test the connection and confirm that the service is working as requested. At that point, the service is considered installed and ready for use.
Full-time order types
Various order types may be used during your Lumen experience:
Occasional use service
If your broadcast requirements include a connection that is available to you for a period of one month or less, Vyvx offers occasional video services. An occasional video service can be booked via phone or email to Video Services, or you can make the booking directly via the Media portal. An account is required before you can make bookings in Media portal.
Fiber Video Service from sites with existing connectivity
Fiber Video Service from sites without existing connectivity
Satellite Service (Satellite Service only)
Teleport Service (Teleport Service only)
Video Local Access
Vyvx-ordered local access
Video provisioning intervals
Customer-ordered local access
The following booking policies are applicable for Vyvx Solutions owned and operated fiber and teleport facilities and leased satellite services. Booking policies for third-party provided services are subject to the individual vendor’s policies.
Approximate-out
All other services: reservations with duration under 15 minutes may schedule a 5-minute approximate-out. Reservations 15 minutes and greater and less than 60 minutes may schedule up to a 15-minute approximate-out. Reservations 60 minutes or greater may schedule up to a 30-minute approximate-out. Approximate-out times are available on a right-of-first-refusal basis and can be challenged. Failure to goodnight an approximate-out will result in full charges for the approximate-out time regardless of actual usage. Approximate-out cannot be added to a reservation after the reservation start time.
Booking increments
Cancellations
Challenges
All services: customers holding inquiry reservations or approximate-out are allowed 24 hours or 24 hours prior to scheduled start time, whichever is less, to either release or confirm their order when challenged. Failure to respond after a challenge has been initiated will result in an automatic forfeiture of the inquired time. Reservations confirmed through a challenge cannot be rescheduled or cancelled without incurring a 100 percent cancellation charge.
Extensions
All services: if an extension is made on a reservation with an approximate-out, the approximate-out will be firmed, then the extension will apply. Approximate-out and extension are subject to charges separately.
Goodnights
All services: failure to goodnight an approximate-out service will result in full charges for the approximate-out time regardless of actual usage. Approximate-out times must be goodnighted with the Vyvx team.
Inquiries
Rescheduling*
Modifications*
*Rescheduling start and end date/time of reservations.
PGADs
Fiber services: customers requesting a PGAD from a third party must contact the owner of the Host Reservation for permission to receive a drop of the transmission. The owner of the host reservation will authorize the PGAD and issue the confirmation number of the reservation. The customer requesting the PGAD will use the confirmation number as the authorization and the PGAD will be accepted. At the request of the owner of the host reservation, the transmission may be extended beyond the scheduled end time or approximate end time. In such case, where the PGAD is scheduled to end at the same time as the host reservation, the PGAD will also be extended to match the overage of the host reservation and appropriate charges will be applied.
Test time
All services: when available, test time will be provided prior to a scheduled service. However, test time is not guaranteed. If setup time is essential to a service, it should be incorporated into the purchased service.
Vyvx Operations is dedicated to providing you with ongoing support. We embrace a strong operational philosophy that is customer- focused and highly responsive. Strict performance metrics drive our internal organizations to deliver quality service to you on a consistent basis. In the event an issue arises with your service, Vyvx Operations will work to rapidly respond to your inquiries and quickly resolve any problems.
Customer-reported service impairment—trouble tickets
If you would like to make changes to, or have questions about, your reservation prior to scheduled start time, contact Vyvx Video Services.
Once your reservation is in session (start date and time is in the past), if you encounter any issues you should call Vyvx Operations to reach a broadcast technician, who will be your single point of contact for service related issues. The broadcast technician is trained to quickly address technical issues related to your Vyvx service. The primary objective of a broadcast technician is to provide start-to-finish accountability for broadcast operations and to drive the resolution of issues based on the first call.
You can reach a broadcast technician at any time. The broadcast technician will initiate a number of tests and processes to determine a fault and a fix agent. They will either solve the problem or collaborate with internal or external fix agents until a resolution is established. Fix agents could include Lumen Technical Operations Center (TOC) technicians or development and engineering organizations.
For each of these groups’ contact information, see the Broadcast Operations–Fiber/Satellite or Teleport (under Key Contacts).
To facilitate troubleshooting, please be prepared to provide the following required information:
The broadcast technician will give you a trouble ticket number which references the issue you are reporting.
Reason-for-outage (RFO) reports
In the event there is an outage on the Vyvx network that impacts your service, you may request a reason-for-outage (RFO) report. The RFO will explain the root cause of the outage and detail the corrective actions taken to avoid the outage in the future. Please call Vyvx Operations with your trouble ticket number to request an RFO.
Vyvx Operations locations & schedule
The Lumen Vyvx Support Centers operate 24x7 and are redundant with operating locations in Tulsa, Oklahoma and Broomfield, Colorado.
Lumen Vyvx Network Operations Center (NOC)
Broomfield, CO
Lumen Vyvx Network Operations Center (NOC)
Tulsa, OK
Vyvx Technical Operations Center
The Vyvx Technical Operations Center (TOC) is primarily responsible for testing and turn up of new circuit equipment and working directly with local exchange carriers (LECs) to test local loops that have been ordered by Vyvx Video Provisioning (on your behalf), or by you directly. The Vyvx TOC also acts as an escalation resource for the broadcast technicians and giving status back to broadcast technicians for all service issues. Broadcast technicians, in turn, inform you of problem resolution status and an estimated completion time.
Network maintenance
Occasionally, the network requires maintenance which may or may not impact your services. The Vyvx Operations team will contact you in advance by phone or email to inform you of impact to your service. If you require an alternate service along a different route to avoid maintenance impacts, please contact Video Services to make the reservation.
Vyvx Customer Service escalations
Vyvx Customer Service is divided into two groups:
Video Services
If your reservation is scheduled to start in the future (start date and time are in the future) you should call Video Services with any questions or to make changes to your reservation. You have the option to escalate, to any level in the Vyvx Video Services organization at any time.
Vyvx Provisioning
Video Provisioning can assist you by ordering local access circuits on your behalf or by helping you order the local access. You can escalate to any level in the Vyvx Video Provisioning organization at any time.
Escalation level | Contact |
1st level | Video Services shift lead & Provisioning lead coordinator on duty
Europe & UK: 44 20 7954 2172 Latin America
APAC (select 7 for Vyvx Support):
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2nd level | Manager, Video Services and Vyvx Provisioning, Dan Penner Office: 1‑918‑547‑4109 Mobile: 1‑918‑633‑0329 Email: dan.penner@lumen.com |
3rd level | Senior director, Vyvx Operations, Rick Gibson Office: 1‑918‑547‑8378 Mobile: 1‑918‑230‑8006 Email: richard.gibson@lumen.com |
Vyvx Operations escalations
Once your reservation is in session (start date and time is in the past), call Vyvx Operations to investigate any issues if they arise. You can escalate to any level at any time.
Escalation level | Contact |
1st level | Broadcast technician, Fiber Operations lead technician on duty Email: vyvxoperations@lumen.com Global: 1‑720‑888‑0429 North America News: 1‑800‑888‑6771 Sports and Events: 1‑800‑982‑0046 Satellite: 1‑800‑648‑3333 Europe and UK: 44 20 7954 2175 Latin America Argentina: 08 004442192 Brazil: 08 000959114 Chile: 12300206188 Colombia: 01 800 518 2784 Peru: 08 0055225 Venezuela: 08 001341064 |
2nd level | Manager, Fiber Operations, Chad Barnard Office: 1‑918‑547‑1336 Mobile: 1‑918‑230‑4289 Email: chad.barnard@lumen.com |
3rd level | Senior manager, Fiber Operations, Chad Fleming Office: 1‑918‑547‑9466 Mobile: 1‑918‑850‑2423 Email: chad.fleming@lumen.com Senior manager, Fiber Operations, Eric W Miller Office: 1‑918‑547‑9306 Mobile: 1‑918‑230‑6935 Email: ericw.miller@lumen.com |
4th level | Senior director, Vyvx Operations, Rick Gibson Office: 1‑918‑547‑8378 Mobile: 1‑918‑230‑8006 Email: richard.gibson@lumen.com |
Vyvx Teleport escalations
For both reservation and service impairments/trouble tickets, see the contact numbers below.
Escalation level | Contact |
1st level | Lead technician on duty Atlanta Global: 1‑404‑638‑2000 Email: teleportatlanta@lumen.com Denver Global: 1‑303‑397‑4100 Email: teleportdenver@lumen.com Los Angeles North America: 1‑800‑922‑4424 Global: 1‑909‑943‑5399 Email: teleportla@lumen.com |
2nd level | Atlanta Teleport manager, Steve Smith Office: 1‑404‑325‑3519 Mobile: 1‑404‑680‑0985 Email: john.smith@lumen.com Denver Teleport manager, Mark McCuistion Office: 1‑303‑397‑4114 Mobile: 1‑303‑330‑1890 Email: mark.mccuistion@lumen.com Los Angeles Teleport senior manager, Robert Diorio Office: 1‑951‑943‑5399 Mobile: 1‑951‑313‑8002 Email: robert.diorio@lumen.com |
3rd level | Senior manager, Vyvx Operations, Charles Becker Office: 1‑720‑578‑2020 Mobile: 1‑303‑885‑2620 Email: charles.becker@lumen.com |
4th level | Senior director, Vyvx Operations, Rick Gibson Office: 1‑918‑547‑8378 Mobile: 1‑918‑230‑8006 Email: richard.gibson@lumen.com |
Media portal
Media portal offers our customers self service for booking of occasional-use services (excludes sports and special events), online help with booking policy information, billing information and various reports. We’ve designed the site to support your secure and private access for the protection and integrity of your service and billing data.
To request an account to use Media portal, go to mediaportal.lumen.com, then click Request Vyvx portal account.
We designate one master user as the first delegated administrator for your portal accounts. This master user can create additional user accounts and assign permissions in Media portal for those users.
On your first visit to the site, please review the online help using the link in the upper-right corner. You’ll find valuable information about the functionality and offerings of Media portal and our video services.
Local Interconnectivity Directory
To locate the Local Interconnectivity Directory (LID), go to mediaportal.lumen.com and look for the Local Interconnectivity Directory link (at the bottom of the page). (If you're already signed in to Media portal, go to mediaportal.lumen.com/ui/lid.)
The best way to interact with the Lumen Vyvx team regarding your billing information is to use Media portal. Media portal provides comprehensive capabilities for you to manage your Lumen Vyvx billing and payment activities:
Billing cycles and delivery
Your Lumen Vyvx invoice is created and delivered monthly. There are several format and delivery options for your invoice:
You can opt for paperless delivery of your invoice using Media portal by making the election in the Invoice Management tool (under the Billing tab). If you cannot access the portal and would like to go paperless via email, please contact us directly:
Phone: 877‑453‑8353
Hours of support: 6:00am–6:00pm MT
Email: billing@lumen.com
Methods of payment
Payments on invoices are due in accordance with your master service agreement (MSA). Lumen Vyvx accepts the following forms of payment:
You can find details about the following payment topics in Media portal help:
Questions about your invoice
Please submit all billing inquiries or disputes using Media portal. This can be done by creating a new billing request under the Billing tab of the portal. You can initiate, track, update, and cancel any requests, communicate with your billing analyst via the notes feature, and see a comprehensive set of comments on all of your requests. For further details, please review the Billing Request section of the Media portal help.
Non-payment
Your payments are due upon receipt of your invoice and are considered past due the first day of the following month or according to the terms of your master service agreement (MSA). If you fail to make a payment when your invoice is due, your service is subject to interruption. If your services have been interrupted, it could take up to 24 hours for service to be reinstated.
Early termination
If your services are being disconnected prior to the end of your service term, early termination charges may apply. For services nearing the agreed-upon termination date, a disconnect request must be received 30 calendar days prior to the contract termination date. Otherwise, your service may continue to be provided by Lumen on a month-to-month basis, or as otherwise set forth in your master service agreement (MSA). If the date is the same as your service term end date, no terminations will apply. If you are considering early termination, please contact your account team to explore your options.
Disconnect requests
Please submit disconnect requests using Control Center. If you're ineligible or unable to use the portal, you can still enter disconnect requests using the disconnect order form. The request should include your contact information, the billing account number, the reservation number/circuit ID, and requested date to disconnect the service. Please note Vyvx requires a 30-day disconnect notice on all services, starting from when the request was submitted via email to Lumen, unless your contract states otherwise. If you have any questions regarding the submitted disconnect request, please contact your sales representative directly.
AD | Account director—your point of contact for all your sales-related issues. |
BCP | Business continuity planning—emergency response program. |
CCM | Customer care manager—your point of contact for order entry and service implementation. |
FOC | Firm order confirmation—Vyvx Video Provisioning receives this date from the LEC. |
LEC | Local Exchange Carrier—local telecommunications company (e.g., Verizon, BT, AT&T). |
LID | Local Interconnectivity Directory—found on the Media portal login page; provides information on connections to the Lumen Vyvx network. |
MSA | Master service agreement—a contract that documents the terms and conditions applicable to your services. |
MVNS | Managed Video Network Service—Lumen service offering of converged video and data services. |
PGAD | Permission to grant additional drop-off—any third-party customer requesting a PGAD (secondary drop-off) service of another customer’s transmission must contact the owner of the host reservation for permission to receive a drop-off of the transmission. |
RFO | Reason for outage—report provided by Vyvx Operations which explains the root cause of a service impacting outage. |
SE | Sales engineer—your point of contact for technical service information and network design issues. |
SLA | Service level agreement—committed terms from a provider, related to installation. |
TOC | Technical Operations Center—responsible for testing and turn-up of new equipment and circuits with LECs, works with Vyvx Operations teams to troubleshoot and repair as needed. |
TSC | Vyvx Television Switching Center—Vyvx network location or point of presence. |