Readiness support: Prepare to activate services with Lumen

Learn how to prepare for a scheduled activation for your new 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.

Your customer care manager monitors the progression of your order. If your order includes managed devices, expect a site visit by a Lumen field technician to install and test the device before your scheduled activation. Once the service is ready, your assigned customer care manager or project manager will provide your site technical contact with necessary information for your configuration. Once Lumen has indicated that your installation is complete, a Lumen representative will contact you to coordinate the date(s) and time(s) for the equipment installation and other stages of your activation—including the activating your voice service and separately any porting in of telephone numbers.

Once confirmation of internal resource availability has been received with approval to schedule, Lumen will communicate the final date/time of your activation call. Before to your activation day, Lumen will contact you to confirm the date/time of your activation. If you need to change to the reserved activation date/time, please notify your customer care manager or project manager immediately so we can reschedule. If 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 are scheduled for an after-hours or a weekend activation call and a Lumen resource doesn't show up for the event, please contact the Scheduling & Activations on-call manager at 855-572-4322.

Use the checklists below to understand what takes place during the activation and you are responsible for before your scheduled activation.

To help ensure a successful activation, please complete the following tasks:

• Install your equipment
• Ensure you're able to locate the circuit at the demarc provided
  
• Ensure circuit is extended to where the managed router will be located at your site
• Ensure access to all points from the MPOE to your requipment
• Ensure someone will be on site to assist with the activation (if needed)
• Ensure someone will have access to your equipment (if needed)
  
• Configure your hardware with applicable configuration information as ordered before your scheduled activation (if possible)
  • For IP information, refer to your equipment data sheet
  • For SIP trunk, ensure your firewall and/or ACLs are set up for the Lumen signaling and RTP IPs
• Confirm your hardware is set up and ready to be connected to the Lumen network
• Ensure you have the correct cable types
• If Lumen provides an ADTRAN or Cisco on-site as a voice gateway, PRIs and digital trunks will require you to use a T1 crossover cable (Learn more about crossover cables)

• Stand-alone PRIs and digital trunks will require you to use a T1 straight cable
• For SIP service where Lumen is providing an SBC (session border controller), make sure you have both Ethernet straight and crossover cables on hand

During equipment installation, which occurs prior to the scheduled voice-activation event, here are the specific installation tasks:

• You are not required to join a conference bridge during the equipment installation process.
• You must arrange and confirm site access for the Lumen field technician or Lumen vendor.
• Your local contact must have knowledge of your server/data room location.
• Your local contact must also have knowledge of rack space reserved for Lumen equipment.
• While the Lumen field technician will have the demarcation information from the LEC’s records, your local contact must have knowledge of the location of the Lumen circuit.
• You will need to provide adequate/necessary power to support Lumen routers or circuit-termination equipment as required.
• You will receive an IP configuration letter from your customer care manager after the equipment is installed.
  

During the scheduled activation event, a conference call between you and Lumen, here are the service-specific activation steps:
 

1. Verify connectivity.
   
   
2. Verify IPs or circuit termination and operation.
   
   
3. Confirm service with Lumen as ordered and expected.
   
   
4. Complete test call requirements depending on service type: IP or TDM.

You will receive an email with the phone number and pass code for your scheduled activation call. If you need to access the call from a location outside the United States, use the phone numbers below, then enter your pass code.

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. You can also open a repair ticket in Control Center (our customer portal).

Lumen aims to deliver your service with your cooperation as of the customer commitment date (CCD). If we cannot deliver your service due to your inaction, unreadiness, delay, or failure to complete activities necessary for a successful delivery, we will not be liable for delay remedies otherwise available to you and we may send you an effective bill date notice. Thereafter, we will begin charging for service(s) and they will appear on your first invoice. If you have any questions about any site readiness or other actions you need to complete so we can 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 an exceptional delivery experience.

Lumen will confirm the specified scheduled date and time of the requested activation submitted by the customer care manager on your behalf. Lumen Scheduling will provide a confirmed email with the scheduled activation date to you, your assigned customer care manager, and the remote activation tech. (If required, 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 you about your scheduled activation date and time. Below are the cancellation options:
 

• You must cancel one business day before the confirmed activation date and time. If it is within one business day, the cancelation will result in a charge (see below).
  
  
• You may also contact your assigned customer care manager to cancel or reschedule the activation.

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.