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Lumen help

Updating information in a disconnect request

After you create a disconnect request, you can edit the contact information, add notes to communicate with Lumen, or add attachments to update the request without having to cancel it and create a new request.

To update information in a disconnect request:

  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 Requests box, click Disconnect Requests.

    Control Center lists all disconnect requests for your organization with a status for each request and the date the request was last updated:

    • Open—Lumen received your request.
    • In Progress—a Lumen representative is assigned to your request and is working on it.
    • Pending Customer Clarification—a Lumen representative needs additional information from you to complete the request. Please read the most recent notes within the request and provide the requested information.
    • Request Accepted—we accepted your request and created one or more Lumen disconnect orders.
    • Cancelled—your request has been cancelled. For more information, view the most recent notes.
Disconnect Requests
  1. Search for the disconnect request you want to work with by doing one of the following:

    • Scroll through the disconnect requests to find the one you want to update. If you have more than 20 disconnect request, you can view the rest of your requests by using the arrows at the bottom of the list to view more requests.

    • Search for the request by typing search criteria in the Search field. (Control Center filters as you type.)

    • Filter the list of requests using the Status and Type lists.

    • Change the date range for requests by clicking Last 30 Days, selecting a date range, then clicking OK. (Control Center stores disconnect requests from the past 12 months.)
  1. On the row for the disconnect request, click the hyperlinked request ID.

    Control Center shows details for the disconnect request.
  1. Make your updates to the disconnect request:

    • To add a note (to communicate with Lumen), type your note in the Add a Note field.

    • To update the contact information for the request, click the Contacts section, edit the information for the contact(s), then click Save Contacts.

    • To attach a document (such as a more detailed explanation of the problem or additional details pertaining to your request), click the Attachments section, click Add Attachment, browse to locate the file, and click Open, then click Save Attachments. You can upload up to two files—no more than 2MB each.
  1. When you're done, click Save.

    Control Center saves your changes to the disconnect request.