Contacting the Content Delivery Network Support Center

Updated by Jim Greene on May 28, 2020
Article Code: kb/1309

Lumen is dedicated to providing you with ongoing support. 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 will work to rapidly respond to your inquiries and resolve any problems.

CDN Support Locations and Schedule

The Lumen CDN support centers operate 24/7 in the following redundant operating locations:

  • Broomfield, CO
  • Tulsa, OK
  • Dublin, IE
  • London, UK

Multi-language support is available upon request.

CDN Support Technician

Once your Lumen service has been installed, a CDN support technician will be your single point of contact for service-related issues. The CDN support technician is trained to quickly address technical issues related to your service. The primary objective of a CDN support technician is to provide start-to-finish accountability for network service performance and to drive the resolution of issues based on the first call.

You can reach a CDN support technician at any time. The CDN support technician will create a ticket with a reference number for tracking. Your technician will initiate a number of tests and processes to determine a fault and fix agent. The technician will either solve the problem or collaborate with internal or external fix agents until a resolution is established.

Customer Reported Service Impairment

If you experience trouble with your Lumen service, we will work to resolve your issue in the shortest time possible. To facilitate troubleshooting, please be prepared to provide the following required information:

  • Lumen Service Identifier (provided upon installation)
  • Description of the problem and alarm information
  • Time the problem first occurred
  • Contact information: name, email address, telephone number(s) and alternate or after-hours contacts

Contacting Support

Phone: 877-612-9015 or 720-888-0080
More information: Customer Handbook