Lumen help
Readiness support: Understand when your billing starts
Use this page to understand when, and under what circumstances, we start billing for your services. In combination with this policy, learn how to prepare for us to install your service. This information represents standard Lumen policies which apply to you unless otherwise stated in your master service agreement (MSA).
As you read through, remember these key dates:
- customer commit date (CCD): The date by which we commit to install service.
- desired due date (DDD): The earliest date by which you would be ready to accept services.
- service commencement date: The date your service contractually begins, billing starts, and your service term begins. This date typically coincides with the customer commit date, unless we are able to install services sooner, which would then coincide with your desired due date.
Use the dates in these communications to understand when we plan to deliver your service(s) and start billing you:
- customer commit date set: Sent during the Confirm/Design stage, this email is also referred to as the customer commitment letter and includes the date we commit to deliver your service(s). If we can deliver early based off your desired due date, we will notify you of this.
- connection notice: We send this contractual notification to you during the Activate & Test stage to let you know the date your service officially starts (service commencement date) and that we will begin billing for the service.
| Product activation type* | Service installation criteria |
| Non‑scheduled (plug‑and‑play) activation | Billing starts when the service is installed on the Lumen network, Lumen testing is successful, and the service is functioning properly to the Lumen point of demarcation (unless Lumen cannot complete installation due to customer delay or inaction, in which case billing starts and accrued charges will appear on your first invoice). |
| Scheduled activation | Billing starts when the service is installed, is functioning properly, and we've completed an activation call with you (unless Lumen cannot complete installation due to customer delay or inaction, in which case billing starts and accrued charges will appear on your first invoice). |
| VPN multisite | For new VPN networks, at least two sites have completed the service installation criteria above (scheduled or non‑scheduled activation), including (where specified by you) at least one designated primary site based upon your product activation type*. Additional sites added to a VPN network will start billing based on each site's service installation criteria above. |
| *Your customer care manager will tell you whether your service includes a scheduled activation or if you’re able to activate your service on your own (plug‑and‑play). | |
Effects of delay or inaction
If your delay or inaction prevents us from installing your service, we will begin charging you for the service starting on the service commencement date. You will continue to accrue service charges until you're ready for us to complete service installation. Accrued service charges will appear on your first invoice.
Problems during service installation
If your service isn't working properly, you must let us know within three days of the service commencement date, otherwise we'll assume you've accepted your new service and you'll need to contact our repair team (which handles post-installation service issues). We will correct any service installation issues and, on your request, credit your account in the amount of 1/30 of the applicable monthly charge for each day the service wasn't working properly.
