Lumen help
Use the guidelines on this page to get ready for us to install and activate your Fiber+ Internet 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.
Delay reason |
Description |
Additional Building Access Cost |
There are additional fees to run fiber to this site. Lumen will email costs and options to the contact for this order (within your organization). The order is on hold pending your response. |
Building Access Delays/Issues |
We weren't able to access to this site. Please verify the local site contact and building/property manager we can work with to access the building. |
Building Entrance Agreement Needed |
We're waiting to meet with your local contact and building/property management to discuss extending fiber to the suite. This order is on hold while we coordinate scheduling this appointment with the local contact for this order. |
Cable Issue |
We found an issue with the fiber/cabling leading to this location and are working to resolve the issue, but this may impact your delivery date. |
Network Equipment Issue |
We found an issue with the network equipment supporting this order and are working to resolve the issue. |
Permit Delay |
This order is on hold while we obtain the necessary permits for work to continue. |
Property Manager Not Responsive |
We weren't able to contact the property manager so we can access this site. |
Site Contact Not Responsive |
We weren't able to access to this site. We sent an email to the contact for this order requesting that you verify/edit the local site contact we can work with to access the building. |
Site Not Ready |
We're waiting for you to confirm that your site is ready for us to begin installing your service. For example, we may be waiting for site construction, telecom room not climate controlled, or inside wiring (building extension). |
Weather Delay |
Weather or a natural disaster is delaying our progress on this order. |
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.
Use this checklist to help you get your site ready for Fiber+ Internet service. If you have any questions about this checklist or site readiness in general, chat with us. You may elect to hire an electrician to assist you with the relay-rack, power, and ground installation.
Power | |
My site has AC power with a three-prong plug. | |
My room has grounding available. | |
My room has power available within 2m (~6') of the area the Lumen equipment will be installed. | |
I understand that power strips or extension cords cannot be used with Lumen equipment. | |
Relay-rack | |
The equipment will be installed within 6m (20’) of the circuit termination. | |
My room has a minimum of 1.2m x 2.4m (4’ x 8’) of available rack space. | |
Environmental | |
My room is broom clean. | |
My room maintains a temperature range of between 0–50°C (32–120°F). | |
My room has a clear and safe access path to the area where the Lumen equipment will be installed. |
When you order Fiber+ Internet service, 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 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.
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.
Environmental parameters | Suitable range |
Operating temperature | 0–50°C / 32–120°F |
Heat dissipation (BTU/hr) | 500 |
Humidity | 10–85% (non-condensing) |
Lumen will need to connect the building to our fiber network (if it's not already connected).
Lumen will activate the fiber in the building. It is typically delivered to the minimum point of entry (MPOE)/telecom room. This is also referred to as the entry-point connection.
Lumen will schedule a pre-installation/site survey appointment (conducted by either a Lumen technician or contractor) to complete this wiring.
Depending on the building, the extension from the demarc to your equipment may be a substantial distance—which may incur additional cost and may also affect your activation date. Completion of service activation is dependent upon the successful completion of the inside wiring. Delays to completing inside wiring may also impact your activation date.
Lumen works with you to activate your service. This includes final installation of your router (if provided by Lumen). A Lumen technician will install the router (if provided by Lumen) and activate the service. If you're using your own router, be sure to install and configure the router prior to service activation.
If the above design does not meet your requirements, you may change your in-flight order to switch to providing your own router.
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.
Control Center gives you access to critical business information and provides a flexible way for you to view your invoices, check the status of an order, submit repair tickets, and more.