A: Lumen aims to deliver the most flexible, intuitive, and productive networking & security environments for our international customers. Lumen will provide a Global Services team to take the lead with international service providers to make our customers’ experience seamless. With Lumen Network as a Service, customers can get a fast, flexible network experience virtually anywhere – in minutes.

A: Lumen is maintaining the global reach of AS3356 in part in coordination with Colt.  Customers should expect to continue to receive the benefits of one of the most deeply peered networks in the world.

A: Lumen continues to support customers seeking networking and security solutions in APAC. Lumen’s Global Services team will engage closely with customers relying on Lumen to provide geographic reach to APAC and other regions outside North America. Vyvx will continue to operate as a Lumen-owned business serving the world’s largest media companies.

A: Lumen EMEA customers will receive an email notifying them whether their services remain with Lumen or have moved to Colt. Here is an overview:

• EMEA customers with services tied to a North America legal entity remain with Lumen.
• Lumen EMEA customers tied to an EMEA legal entity and billed in EMEA have moved to Colt.
• The accounts of EMEA customers with services managed by both Lumen EMEA and NA teams have been split based on the legal entity that was billing prior to divestiture. Some services have moved to Colt and some remain with Lumen.

A: The Lumen Control Center will continue to reflect your Lumen services. You can access the Lumen Control Center as you always have. You can see your inventory of products and services that have moved to Colt in the new Colt Control Center. Registered users of the Lumen Control Center whose products and services have moved to Colt will receive an email that includes a link to the new Control Center and instructions for resetting their password. If you have any questions, as always, please contact your account teams.

A: The products, services and account teams you have today are not affected by the divestiture.

A: Your account will now be managed by a new North America account team. Your account details have been provided to your new NA account team. The services you receive in EMEA today will not be affected and you will continue to access the Lumen Control Center as you always have.

A: Services billed outside of the EMEA region remain with Lumen and will be managed by a new Lumen NA account team. For these services, you can continue to sign into the Lumen Control Center as you always have.  Services billed in EMEA have transferred to Colt. The EMEA account team managing these services has also transferred to Colt. Customers can access their services through the Colt Control Center and will receive an email with log-in instructions and new log-in credentials. Customers whose services and accounts have been split will receive separate bills from Lumen and Colt for their respective services.

A: There will be no change in the services you receive from Colt. If there are changes in your account team, Colt will let you know.

A: Please continue to use your existing account contacts with Lumen EMEA and Colt unless and until we notify you of a change in contact details.

A: Please visit the Colt website for this information. While it may not immediately reflect the combined portfolio offered by Colt, it will contain links to all the help and support pages you may need. Products and services that have remained with Lumen and are now being managed out of North America, the Lumen website will continue to contain all the information you need.

A: Customers with products and services remaining with Lumen may contact the Customer Support Team at 1-877-453-8353, Option 2 or to reach out to Lumen Customer Support. Customers with products and services that have moved to Colt may visit the Colt website for information and links about products and services. In addition, please refer to the FAQs for customers with services that have moved to Colt here.

A:

Lumen contacts

• If your accounts and services are now being managed by a new Lumen account team, they will reach out to you soon to let you know your new contacts.
• You will continue to access the Lumen Control Center as you always have.

Colt contacts

• The email addresses for Lumen EMEA have changed. Instead of @lumen.com, they are now @colt.net. Please update your address books accordingly.
• Some Colt contact details and escalation pathways for service issues have been updated. There is an updated Colt Customer Handbook available. Your account team will also have a copy available to share with you.

A: You will have a new Lumen North America account team if you have only had a Lumen EMEA account team managing your services that aren’t migrating to Colt. Your new team will be in touch with you. If you have questions, please contact the Lumen Customer Support Team at 1-877-453-8353, Option 2, or reach out to Lumen Customer Support.

You will have a new Colt account team for your products and services that have moved to Colt. If you also have a Colt account team, the newly combined organisation will be in touch with you to communicate any changes to your teams.

A: Customer portals for customers remaining with Lumen will not change. You can access the Lumen Control Center as you always have.

Customers with services that have moved to Colt will receive updated URLs for Colt product portals. For details, please see the FAQs for customers who have moved to Colt here.

Colt will be in touch on an individual basis with you to share the new web addresses and any action you may need to take to reset your access credentials. If you have any specific questions, please contact your account teams.

A: For products and services that remain with Lumen you can open a ticket through the Lumen Control Center as you always have. You may also contact the Customer Support Team at 1-877-453-8353, Option 2 or to reach out to Lumen Customer Support.

For products and services that have moved to Colt, you will be able to open a ticket through the Colt Control Center.

A: Yes, they will. The acquisition of the Lumen legal entities by Colt will not change your terms and conditions for Lumen EMEA products and services.

A: Customers with services billed and delivered in EMEA will begin receiving new, Colt-branded invoices for those services.

EMEA customers with services billed and delivered outside EMEA will continue to receive Lumen invoices for those services.

If you have global services accounts, this may mean that you will receive invoices from both Lumen and Colt. The dates of the invoices will remain the same.

A: Until the two companies are fully integrated with billing and product systems combined, you will receive separate bills. Both bills will display the Colt logo. However, your Lumen EMEA services will have Lumen legal entities named on the Lumen invoice. Your Colt invoice will reflect your Colt products.

If you have any questions, you can contact emeabilling@colt.net

A: Colt will honor all pricing and terms of current contracts with Lumen EMEA customers.

A: Will the currency on my bills change?

A: No, your banking information will not change. Please continue to pay your invoice as you have done previously. All payments should be made to the bank account on the invoice.

A: Your account team will work with you to renew or upgrade your services just as they would today.

A: There will be no change in the services you receive from Colt.

A: Please continue to reach out to your existing account contacts within Lumen EMEA and Colt. Please be assured that we will notify you of any changes.

A: Your EMEA-billed Lumen products and services and accounts will continue to be provided by Lumen EMEA that will be owned by Colt following the deal closing. Your billing will stay the same, and the new combined Colt organisation will notify you in advance if there are to be any changes.

A: You can see your inventory of products and services in the new Colt Control Center at: https://controlcenter.colt.net/login

Colt Control Center has the functionality of the Lumen Control Center. Your registered users will receive an email that includes a link to the new Control Center, asking them to reset their password.

If you have any products and services that are remaining with Lumen and will be managed out of North America, the Lumen Control Center will continue to reflect your Lumen services.

If you have any questions, as always, please contact your account teams.

A: Yes, they will. The acquisition of the Lumen EMEA legal entities by Colt will not change your terms and conditions for Lumen EMEA products and services.

A: As a result of Lumen’s sale of its EMEA business to Colt, the assets that make up today’s Autonomous System 3356 (AS3356) internet backbone will be owned regionally by a respective Colt or Lumen affiliate, but it will be co-managed by multiple entities after close of the transaction. Rather than split the AS3356 along the physical asset ownership boundaries, Lumen and Colt are building a long-term commercial relationship to maintain and operate this IP network globally.

The AS3356 internet backbone, which is currently one of the most deeply peered networks in the world based on data from CAIDA.org, will maintain its extensive global reach and connectivity that will enable Lumen and Colt to continue to serve their customers with industry-leading IP connectivity.

A: The email addresses for Lumen EMEA have changed. Instead of @lumen.com, they are now @colt.net. Please update your address books accordingly.

Some contact details and escalation pathways for service issues have also been updated for EMEA services. You can find this information in the updated Customer Handbook available at: https://www.colt.net/help/readiness/handbooks/emea.html

If you have any challenges accessing the Handbook, your account team will also have a copy available to share with you.

A: We will be using the Colt website to inform our customers about everything that Colt offers. While it may not immediately reflect the combined portfolio offered by Colt, it will contain links to all the help and support pages you may need.

If you visit the EMEA pages on Lumen.com, you will see a message about the divestiture to Colt and be given links to key topics that have transferred to the Colt site.

If you have any products and services that are remaining with Lumen and will be managed out of North America, the Lumen website will continue to contain all the information you need.

A: For services migrating to Colt, we have updated URLs for our portals, and you should be able to use them as you always have. You may need to refresh your passwords to login, but your credentials should remain the same.

If you have any questions, please speak to your account team.

For services remaining with Lumen, your URLs and login details will remain unchanged.

A: Registered users of the Lumen Control Center in your organisation have received an email from control.center@colt.net inviting them to sign into the Colt Control Center and reset their password(s).

The email includes your credentials to access your services.

For security purposes, the link in the email will only be valid for 24 hours.

After 24 hours, the link will time out.

If the link times out, you can use your current Lumen credentials to access the Colt Control Center log-in page on Colt.net and opt to reset your password.

You’ll then be able to access the Colt Control Center and view your services as you did previously under Lumen.

For services remaining with Lumen, your URLs and login details for the Lumen Customer Center will remain unchanged.

A: All event notifications will be carried over to your new account. Where you may see new Business Organisational number(s) (BusOrg) have been created on your account, event notifications will also have been transferred over.

A: For products and services that have migrated to Colt, once you have logged in and reset your password, you will be able to raise a ticket through the Colt Control Center.

There is an updated Customer Handbook under Colt available at: https://www.colt.net/help/readiness/handbooks/emea.html

Some contact details and escalation pathways for service issues have been updated, so please refer to this new version. Your account team will also have a copy available to share with you and can help if you have further questions.

A: We have updated URLs for the product portals that have moved to Colt, and you should be able to use them as you always have. We’ll be in touch on an individual basis with you if we need to share relevant updated web addresses, and any action you may need to take to reset your access credentials.

If you have any specific questions, please contact your account teams.

If you have any products and services remaining with Lumen, your URLs and login details have not changed.

A: For your services in EMEA, you can contact the EMEA ServiceDesk: +44 800 496 5000 (International Freephone: 0080053363273) and select the option you need from the table below.

You can also review the Colt Customer Handbook for more detailed information on escalation pathways, service and support: https://www.colt.net/help/readiness/handbooks/emea.html

A: Customers with products and services billed and delivered in EMEA will begin receiving new, Colt-branded invoices for those products and services.

If you have products and services billed and delivered outside EMEA, you will continue to receive Lumen invoices for those products and services.

If you have global services remaining with Lumen, this may therefore mean that you will receive invoices from both Lumen and Colt. The dates of the invoices will remain the same.

A: No. Until the two companies are fully integrated with billing and product and service systems combined, you will receive separate bills. Both bills will display the Colt logo. However, your Lumen EMEA services will have Lumen legal entities named on the Lumen invoice. Your Colt invoice will reflect your Colt products and services.

If you have any questions about your bill you can contact: emeabilling@colt.net

A: No, your charges for your EMEA Lumen products and services have not changed and are subject to the terms of your existing agreement with Lumen EMEA.

A: No, the currency will remain as it is today.

A: No, your banking information will not change. Please continue to pay your invoices as you have done previously. All payments should be made to the bank account on the invoice. If there are any changes, you will receive prior notice.

A: Your account team will work with you to renew or upgrade your services as they have always done.

As a customer of the combined Colt organisation, you will benefit from deeper and wider metropolitan, domestic, and international fibre connectivity and a leading-edge transatlantic capability connecting North America to the UK and France, alongside the levels of service and support you currently enjoy.

A: The Lumen/Colt strategic partnership will give EMEA customers access to Lumen North America’s leading global networking services and the technologies they deliver. There will be no change to the global networking services customers have from Lumen today, and Lumen is well-positioned to meet their needs for advanced network technologies in the future.