Readiness support: Transport & HSIP DIA services

Your Lumen transport service is ‘plug & play’ and is designed to function as soon as you are correctly connected to the Lumen demarcation. If you've connected to the demarcation and your service is not up and running, use this guide to troubleshoot.

Please note, the majority of issues can be resolved by self-diagnosis without needing to open a repair ticket. Analysis has shown that over 90% of reported faults actually relate to demarcation connectivity or cross-connects (customer patching).

If Lumen is responsible for patching but your service isn't working, please follow this guide before opening a ticket. If you're not sure whether Lumen is responsible for the patching, contact your account team.

Please follow the troubleshooting steps below.

1. Ensure any third-party/site cross-connect provider has removed any hard loop on the Lumen demarcation in order to connect your circuit—it applies to both ends of the circuit. (The letter of authority (LOA) provided in the handover authorizes them to do this.)
   
   
2. Swap your transmit (TX) and receive (RX) fibers and retest.
   
   
3. Test light levels on your third-party patching by loop testing from the Lumen demarcation back to your equipment.
   
   
4. Clean your fibers or request that your site cable provider clean them.
   
   
5. Make sure you're using the correct optic type to cover the distance to your equipment (as advised in the Lumen handover pack).

1. Check whether auto-negotiation is disabled (Ethernet services).
   
   
2. Check you are using the correct framing/interface type on your equipment to match the service Lumen is providing (e.g., SONET, SDH, WAN-PHY, LAN-PHY, Ethernet/speed matches).
   
   
3. Test the circuit by bypassing any security or optimization devices (e.g., WAN accelerators, firewalls) you have installed.

If your service has been delivered to the Lumen demarcations and are you responsible for ordering the cross-connect, then you need to request final patch. If you are unsure whether you need a final patch, contact your account team.

Once the site landlord informs you they have completed the cross-connect to the Lumen demarcation, open a support ticket requesting to finalize the cross-connect from the Lumen equipment to your cable provider (and include the cross-connect cable ID provided by your landlord). This cross-connect is called a “final patch” and it is required in some locations because the site landlord doesn't have access to the cabinet/room containing the Lumen demarcation given in the handover document.

Once you submit the ticket, Lumen will send a field technician to your site to finalize the cross-connect from the demarcation to your cable provider (the final patch).

Learn how to open an activation ticket to request the final patch

If you are still having issues after trying to diagnose the problem or if you need to request a final patch, open an activation ticket using Control Center. Our goal is to review your ticket and respond within four hours.

Learn how to create an activation ticket online
 

If you can't open a ticket online, please call us. Agents are available 24x7, Monday–Friday.
 

If you need to schedule activation support, please contact your customer care manager to coordinate the activation.

EMEA:
+44 800 496 5000 or +800 5336 3273
Select option 3, then 2 (plug-and-play post activation).

North America:
+1-877-453-8353, option 3, then select an option below:

• option 2 (plug-and-play post activation)
• option 3 (MAC validation pre-testing)

• Monday–Friday: 5:30am–7:00pm MT (08:30–17:30 GMT)
• Evenings/weekends: limited out-of-hours support available

You can escalate a ticket four hours after you've created a ticket and it's been routed to the GCST queue.