Lumen help

Asia Pacific (APAC) handbook

Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, clear communication. To help meet that commitment, we developed this handbook to guide you through our support structure, no matter what solution we deliver.

We appreciate your business.

Francis Thangasamy
Managing director, Asia Pacific

Two women standing in an office talking. One woman is holding papers; the other woman is holding a notebook and computer.

Portal	Control Center
Portal support	control.center@lumen.com
Sales / new products and services	+61‑2‑9006‑1054 (Australia) +852‑2190‑8798 (Hong Kong SAR, China) +81‑3‑6435‑9658 (Japan) +65‑6768‑8098 (Singapore)
Billing services	APACbilling@lumen.com

Repair and planned network maintenance contacts

Location	Number(s)	Options
Australia	1800-084-284 +61-2-9053-9615 (Sydney) +61-3-9070-6497 (Melbourne)	Data, IP, Infrastructure, Voice, and Managed Services EMEA Operations Center Managed Security SD-WAN, SASE CDN Network Maintenance Vyvx
Cambodia	1-800-881-001 (To connect, enter access code 8886624685.)
China	400-120-4545 (Accessible from both fixed and mobile networks within China.)
Hong Kong SAR, China	800-962-486 +852-3018-6662
India	1-800-266-6320
Indonesia	001-803-0160-980 (PT Indosat) 007-803-0206-263 (PT Telkom)
Japan	+81-3-4577-4646
Korea	007-981-4203-0980
Malaysia	1800-817-472
New Zealand	0800-451-236
Pakistan	00-800-01001
Philippines	1800-1110-1861 (PLDT) 1800-8918-0101 (Globe)
Singapore	800-101-3231 +65-3157-7419
Sri Lanka	2-430-430 2-423-052 112-430-430 (Outside Colombo)
Taiwan	0809-090-817
Thailand	001-800-156-203-0756 (Requires international calls access.)
Vietnam	1201-0288 (VTI & VNPT) 1216-50004 (Mobifone)

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Across every step of service setup and delivery, we want you to access the most knowledgeable resources. We will assign you an account director or relationship manager, as well as other support resources to help ensure we deliver a great customer experience.

Account director (AD) or relationship manager

Your account director provides you with information about Lumen services and is your overall point of contact for Lumen sales. They are responsible for gathering and confirming your requirements so they can submit your order. They will also work with you to execute all quotes and orders for additional Lumen services, as well as helping you through the credit-application process.

Client support manager (CSM)

Your client support manager is responsible for your lifecycle management needs, including your first bill review and any billing concerns, point of contact for issues and escalating trouble tickets as needed, regular business reviews of your account and general account maintenance.

Sales engineer (SE)

Your sales engineer works with you to identify options and define technical requirements for implementing your services. They are responsible for understanding your existing network, key locations, and potential needs. Your sales engineer brings your business needs and technology challenges together with the Lumen range of services and capabilities for a technically sound and cost-effective solution. They also manage the engineering portion of your service quote as well as the inventory and capacity process for your new order.

Customer care manager (CCM)

Your CCM will ensure your experience with Lumen is a very positive one. The name, phone number and email address of your CCM appears on your order acknowledgment letter. Your CCM can help you with any inquiries you may have regarding your order, keep you informed of the status every step of the way from a holistic viewpoint, and will act as an advocate on your behalf. They are your contact throughout the lifecycle of your order and will manage your order from order submittal to customer acceptance, and they will communicate with you at key milestones and updates. If you have questions about your order, feel free to reach out to your CCM.

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Lumen is dedicated to providing you with 24/7 support for all your installed services. We embrace a strong operational philosophy that is customer-focused and highly responsive. Strict performance metrics drive our internal organizations to deliver quality service to you on a consistent basis. In the event an issue arises with your service, Lumen works quickly to resolve any issues. We know time is critical when you are experiencing an outage or service impairment and we focus our technical expertise on restoring service as quickly as possible while keeping you informed of progress, so you can focus on managing your business.

Our technicians

Once your Lumen service has been installed, a technician will be your point of contact for service-related issues. Our technicians are trained to quickly address technical issues and will provide start-to-finish accountability. Your technician may initiate several tests and processes to determine the root cause of the issue and will either resolve the issue or collaborate with internal or external fix agents such as Lumen field technicians, other internal technicians or external vendors, to resolve the issue.

Opening and monitoring a repair ticket

Lumen makes it easy for you to interact with Repair when you need them. You can reach a technician anytime, 24/7. The link below is your one-stop shop for all your repair needs:

APAC contact numbers

You can also create a repair ticket online using Control Center. You will receive a ticket number to track its progress.

Planned network maintenance

Lumen performs scheduled maintenance to maintain and grow the network. Scheduled maintenance is planned with as little customer impact and with as much advanced notice as possible. We are committed to using standardized methods and procedures for efficient and prompt handling of all changes to minimize the adverse impact of change-related incidents upon service quality.

Lumen sends customers email notifications with:

description of the work and why it must occur
date and time of the scheduled maintenance
list of the impacted services
expected impact to the listed services
location of the maintenance
status of the maintenance
contact information for questions

Learn how to view scheduled maintenance events in Control Center

Support contact information

Lumen uses a global change request (GCR) network maintenance number as the unique ID for network maintenance. For questions regarding a GCR, contact our Change Management team:

APAC contact numbers

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Control Center to access to critical business information anytime, day or night. They provide an easy, flexible way to view invoices, submit repair tickets, check the status of an order, and more.

Control Center uses a hierarchy of enterprise IDs and accounts to show your organization's services (including invoices, orders, and tickets). You assign permissions to users to access those enterprise IDs and accounts, and then grant permissions for what tasks a user can access. If a user can access more than one enterprise ID, you can add the same username to each enterprise ID so the user can toggle between enterprise IDs rather than having to sign in and out using separate usernames. A user can also set a default enterprise ID so that data always loads first when they sign in.

Need to register for Control Center?

877-453-8353, option 5 (6:00am–6:00pm MT)
control.center@lumen.com

Get help using Control Center

In Control Center, click the Help link at the top of any page to access our support library or use the “Walk Me Through” feature at the bottom of every page for step-by-step navigation. You can also access help content for Control Center without signing in.

Get help using Control Center

Comprehensive service view

view your Lumen services and access tools to manage your services
view order status and track service progress
submit requests to change services as your business needs evolve

Explore the Services console

Comprehensive service view

view your Lumen services and access tools to manage your services
view order status and track service progress
submit requests to change services as your business needs evolve

Robust monitoring tools

view performance, utilization, maintenance, and more for your network services
view use data for your voice services, such as toll-free or Lumen^® Voice Complete^®

Explore the Monitoring tab

Robust monitoring tools

view performance, utilization, maintenance, and more for your network services
view use data for your voice services, such as toll-free or Lumen^® Voice Complete^®