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Learn how to prepare for scheduling activations for managed services.
Your customer care manager (CCM) will confirm a preferred activation scheduling window with you before the activation. This activation schedule will be confirmed by the Lumen scheduling team.
Your designated contact needs to validate the date and time of this activation. Failing to show up for a scheduled activation is considered customer not ready (see section below).
Scheduled activations for service(s) that include managed router or managed security equipment requires a two-step process that includes an equipment installation stage as well as a scheduled activation event between you and Lumen. If your order includes Managed Router Services (MRS) or Managed Security Services (MSS), expect a site visit by a Lumen field technician to install and test the equipment before the scheduled activation event.
Your assigned customer care manager will provide the site technical contact with an IP configuration letter once the equipment installation has been complete. This letter explains how to load the correct IP configuration on your device in preparation of the scheduled activation event.
Your customer care manager monitors the status of your order. Once we have indicated the order to be installation complete, a Lumen representative contacts you to coordinate the date(s) and time(s) for the equipment installation and scheduled activation events.
Once confirmation of internal resource availability has been received with approval to schedule, Lumen will communicate the final date/time of your activation call. Prior to your activation day, we will reach out to the provided contact information and confirm the date/time of your activation.
If you need to make any changes to the reserved activation date/time, please notify your customer care manager immediately to reschedule. In the event you are unable to be present for the activation or cancel/ reschedule within 24 hours of the scheduled activation start time, additional charges may apply.
If you have been scheduled for an afterhours or a weekend activation call, and a Lumen resource does not show up for the event, please contact the scheduling & activations on-call manager at 844-427-2875. Please see the checklist below to understand what will take place during the activation, as well as what responsibilities you have prior to the scheduled event.
To help ensure a successful activation, please complete the following tasks:
During the installation of managed network or managed security equipment, which occurs prior to the scheduled activation event, the specific installation steps are as follows:
During the scheduled activation event, which is conducted as a conference call between Lumen and the customer, the service-specific activation steps are as follows:
If you have recently activated your service, but have been unable to pass any traffic, please contact your customer care manager to engage the Post Activation Support team.
If you have activated your service but are experiencing issues after passing traffic for at least 12 hours, please contact the Lumen Repair Center at 877-453-8353.
The following have been found to be common causes for not being able to successfully pass traffic. To help you quickly resolve this, we recommend that you double check these items before calling Lumen for support.
Lumen aims to deliver your service with your cooperation as of the customer commitment date (CCD). If your delay or inaction prevents Lumen from completing service installation, Lumen will begin charging for service(s) starting on the customer commitment date. Service charges will continue to accrue until the customer is ready and Lumen can complete service installation. Accrued service charges will appear on your first invoice. If you have any questions about any site readiness or other actions you need to perform to enable us to achieve the CCD and assure you are ready, please contact your customer care manager as soon as possible. Additionally, communicating important information to your site technical contact as soon as possible will help identify and address any issues ahead of time. Our goal is to work with you to achieve and exceptional delivery experience.
Lumen will confirm the specified scheduled date and time of the requested managed activation submitted by the customer care manager on behalf of the customer. Lumen Scheduling will provide a confirmed email with the scheduled managed activation date to you, your assigned customer care manager and the remote managed activation tech (a confirmation to the field tech assigned to install the equipment will also be provided). In addition, Lumen will provide additional best effort notifications to remind the customer about their respective scheduled managed activation date and time. Below are the cancellation options:
Any customer cancellation less than one business day from the scheduled event or if a customer is not ready during the scheduled event will be charged a cancellation fee. This is done on a per-site and per-region basis.
All regions | North America | Asia | |||
Item | MRC | NRC | |||
With field dispatch: This charge applies when a Lumen technician or vendor is dispatched to a customer site or remote Lumen site that was scheduled to be activated during the event. | n/a | $500 | $900 | ||
Without field dispatch: This charge applies per site that was scheduled to be activated during the event. | n/a | $250 | $250 |