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Lumen help

Submitting a ticket to restore a disconnected service (SPID 8824)

You should never "hard" disconnect phone numbers as part of your collections process. Technically, once you have disconnected the phone number, you no longer have any claim to this number. For collections purposes, you should always do a “soft” disconnect in your systems only along with an “out of service” voicemail which typically would encourage your end user to bring their account balance current.

If a phone number was truly disconnected accidentally, you can submit an LNP ticket using Control Center to request that service be restored.

Need help? Contact the LNP Help Desk: 866-697-5881, option 1, then 1.

Note: Lumen supports service restoral of accidentally disconnected phone numbers if less than 30 days from completion date. Phone numbers disconnected outside of 30 days will be restored only with the approval of the LNP team manager if the phone number has not already been returned to the original carrier code block owner. Phone numbers will be restored at the rate of $95/phone number.

Once a phone number is disconnected, it’s put into an aging pool for 30 days before being returned to the original carrier code block owner as required by the FCC. We take the phone number out of aging first and put it into a temporary assigned status before you can submit a new port‑in order to restore service to your end‑user on your customer number.

If the phone number was a native number (given to you by Lumen) and it’s been over 30 days, contact your Lumen representative to get the phone number reinstated with our Number Management/LEU team.

To submit a ticket to restore a disconnected service:

  1. Click Services.

    Control Center shows the Services console. Use the console to access an inventory of your services, check the status of orders, and manage your services.
Services console
  1. In the ELS & LI Orders box, click LNP Tickets.

    Control Center lists all open LNP tickets for your organization and tickets closed within the past 30 days.
LNP Tickets
  1. Click New LNP Ticket.
LNP Tickets (showing category and account selection)
  1. From the Billing Account Number list, select the billing account related to the service you want to restore.
  1. From the Select Category list, select Service Outage.

    Control Center creates the form for the ticket.
LNP Tickets (showing category and account selected)
  1. Fill in the LNP Ticket information section for your request:

    1. From the Request Type list, select TN Disconnected - Need Service Restored.

    2. Select whether the phone number(s) you need to restore are for a residential or business customer.

    3. Type the phone number(s) you need to restore.

    4. If you have additional information to help Lumen process your request, type it in the field.

    5. In the Parent Order ID field, type 123456789 as a placeholder ID.

    6. In the Customer Internal ID field, type Accidental Disco.
  1. In the Attachments section, you can attach any documents (such as a more detailed explanation of the problem or additional details pertaining to your request), you can upload up to five documents (up to 2MB each). To attach a document, click Add Attachment, browse to locate the file, then click Open.
  1. In the Contact Information section, select how you want to be notified of status updates for this ticket and verify your contact information (or update the information for the person you'd like to be contacted with updates).
  1. If you need to add a secondary contact for this ticket, click Add Secondary Contact, then type their name, phone number, and email address.
  1. When you're done, click Submit LNP Ticket.

    Control Center creates your LNP ticket. You can now track its status online. You can also update your ticket or close the ticket later as needed.

Important: Once the LNP agent moves the TN to a portable status, you must submit a new internal port order using Control Center within 4 hours. If you don't submit the order, the phone number will be moved back to the Unassignable/Disconnect status and you will need to resubmit your request.

  1. Within four hours of submitting your LNP ticket, submit a port-in order using Control Center for the phone number(s) to it to your account.
  1. Do either of the following to provide Lumen with your order number and to request that the port date be pulled in:

    • Update your LNP ticket with the order ID from your port-in order and request that the port date be pulled in for the same day and activated.

    • Contact the LNP Help Desk with the order number PON and request that the port date be pulled in for the same day and activated.