Lumen help

Creating a repair ticket

To create a repair ticket:

Ticketing
  1. From the Create New Ticket list, select Repair.
  1. To start the ticket, you'll need the product/service ID for the product or service you need repaired. Then, do one of the following:

    • If you know all or part of the product or service ID, type it into the Search field. (Control Center filters the list of services as you type.)

    • If you don't know the product or service ID, scroll through the list to look for the product or service needing repair.
  1. When you find the service, click the hyperlinked service ID. If your issue is with a phone number or if you don't see the service ID listed, click the Service ID not listed or issue is with a phone number? link. (Control Center shows a red flag next to services with active tickets.)

    Control Center opens a form for you to fill out for your repair ticket and, (if applicable) starts running diagnostic tests to check service performance.
  1. Do one of the following:

    • If Control Center runs diagnostic tests, continue with step 8 to review your test results. The results of the testing can often help you resolve your service issue faster than opening a repair ticket and waiting for Lumen to troubleshoot.

    • Otherwise, skip to step 9 to continue creating your repair ticket.

  1. Review the diagnostic test results. (To learn more about the tests, expand the section above.)

    • If the service looks like it's working correctly, click CANCEL, TICKET NOT NEEDED.

    • If you're still seeing issues with your service and want to open a repair ticket, click CONTINUE.