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Lumen help
Lumen® Vyvx® handbook
Thank you for selecting Lumen as your Vyvx® Solutions broadcasting provider.
Lumen is dedicated to making your experience with us positive in every regard. Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, thorough answers to your questions. To help meet that commitment, we developed this handbook to provide policy and design information specifically related to the Vyvx® Solutions features and help guide you through our support structure.
We focus on continually optimizing our processes, network, and systems. If you have questions or suggestions related to this handbook, email us.
| Issue/action | Support group | Contact information | Targeted interval | Standard hours of operation |
| Ordering full‑time services |
Account director (AD) | Account director (AD) | Installation varies based on local access requirements | Local business hours: 8:00am–5:00pm, Monday–Friday |
| Vyvx® project manager | ||||
| Ordering MVNS services | Sales engineer (SE) | Sales engineer (SE) | Varies based on customer requirements | Local business hours: 8:00am–5:00pm, Monday–Friday |
| Vyvx® project manager | Vyvx® project manager | |||
| Account director (AD) | Account director (AD) | |||
| Ordering Video Local Access | Vyvx® Video Provisioning | Vyvx® Video Provisioning Email: vyvxprovisioning@lumen.com |
Price Quotes 5–7 business days Returned to the customer from the date received (with accurate info provided). Firm Orders Request 3–5 business days Orders sent to LEC according to accurate info provided by sales/ customer. Firm Order Confirmation (FOC) 3–5 business days Upon receipt from the LEC the FOC is sent back to customer. Standard LEC SLA for Broadcast Video Circuit Installation 8–10 business days Only if there are available fiber facilities at the customer premise, and space and power requirement has been met by the customer. |
Local business hours: 8:00am–5:00pm, Monday–Friday |
| Booking occasional services: Fiber and Satellite | Video Services: Fiber and Satellite |
Email: videoservices@lumen.com
Europe & UK: 44 20 7954 2172
APAC (select 7 for Vyvx® Support):
|
Immediate response | Always available: 24x7 |
| Media portal support | Video Services | Media portal: mediaportal.lumen.com Email: vyvxmediaportal@lumen.com North America: 1‑877‑945‑2274 Global: 1‑720‑888‑0440 |
2 business day response time | Always available: 24x7 |
| Broadcast Operations: Fiber only or Fiber and Satellite (trouble tickets) |
Fiber Operations: broadcast technicians | Email: vyvxoperations@lumen.com
|
Issue dependent | Always available: 24x7 |
| Broadcast Operations: Teleport (trouble tickets) | Teleport Operations: broadcast technicians | Atlanta Global: 1‑404‑638‑2000 Email: teleportatlanta@lumen.com Denver Global: 1‑303‑397‑4100 Email: teleportdenver@lumen.com Los Angeles North America: 1‑800‑922‑4424 Global: 1‑909‑943‑5399 Email: teleportla@lumen.com |
Issue dependent | Always available: 24x7 |
| Billing | Billing Operations |
|
10 business days response time for disputes and 2 business days for inquiries | Portal: 24x7 Phone: 6:00am–5:00pm MT, Monday–Friday |
Broadcast Services overview
Whether it’s contribution services for live sports, breaking news and other broadcast events, or full-time global distribution to cable, IPTV, Internet or other direct-to-home platforms, Lumen Vyvx® Solutions help deliver your content to the people you need to reach in any format, at any bandwidth. Our Vyvx® Solutions provide a customizable set of global video contribution and distribution services for your content, delivered over our global, broadcast-quality fiber network.
Business Solutions
- Global Video Broadcast Services portfolio—our solutions are built around a new generation of video services designed to deliver rich media content to more than 450 core markets in more than 45 countries; with simplicity, flexibility and convenience.
- 24 x 7 quality assurance and monitoring—we provide a fully managed video delivery solution for full-time and occasional use. Our 24 x 7 booking center, customer care center and self-service portals support your video delivery needs anywhere, at any time.
- End-to-end, reliable solutions—there’s no need to develop your own infrastructure. Vast bandwidth, global connectivity, transmission management and support services combine to form end-to-end solutions for moving video from the source to your audience.
Broadcast Fiber Services
Our HD fiber network supports all commonly used broadcast standards, with encoding, decoding and broadcast fiber support for DVB-ASI, SD-SDI, HD-SDI, MPEG2/4 and JPEG 2000. Video services are supported between strategically located Television Switching Centers (TSCs) or Managed Video Network Service (MVNS) locations, and can be booked on a full-time or occasional basis.
Local Access Services
Lumen Vyvx® Solutions support a variety of local access options. We offer 270Mbps, 1.5Gbps, 3Gbps third-party local access, plus secure Internet access. Additionally, we can offer on-net local access where facilities exist.
Managed Services
Lumen Vyvx® Solutions include all the capabilities critical to point-to-point and point-to-multipoint broadcast video delivery. Our Managed Video Network Services (MVNS) help cost-effectively combine video with data services to enable you to switch effortlessly between live and file-based video delivery.
Vyvx Internet Access
This service allows broadcast quality video to be sent over the public Internet to another point on the Internet or a point on the Vyvx® Network. You can use your existing Internet connectivity without needing to pay for a separate access service. This is a substantial cost savings while also dramatically reducing the time to add new sites.
Satellite and Teleport Services
The Vyvx® fully integrated solution provides connectivity to more than 30 teleports around the globe. Our 11 wholly owned and operated teleports support satellite uplinking and downlinking, and are seamlessly integrated and connected to our intercontinental fiber network.
Venue and Event Services
Our Emmy® award-winning venue and events services combine our massive fiber network footprint with 24x7, full-time access points at hundreds of venues across the world. This service bundles all transmission pieces required by rights holders, including VenueNet+®, first-mile local access, digital broadcast fiber, Internet and phone lines
Managed Video/Audio Format and Standards Conversion
Managed video format and standards conversion. Audio formatting and channel manipulation, including Dolby decoding and encoding.
You can access knowledgeable resources for support across every step of service setup and delivery.
Account director (AD)
Your account director provides information about Lumen services and serves as your overall point of contact. Your AD is responsible for gathering and confirming the specifications and requirements necessary to submit an order for full‑time services or to make occasional reservations. Your account director works with you to execute all quotes and orders for new and additional dedicated Lumen services, and assists you through the credit application process.
Sales engineer (SE)
Your sales engineer works with you to identify technical options and define requirements for your services. The SE is responsible for understanding your existing network, key locations and potential needs. This source for technical information works to help tailor network solutions to meet your specific needs, and manages the engineering portion of your service quote as well as the inventory and capacity process for your orders.
Vyvx® project manager
Your Vyvx® project manager acts as a point of contact for full‑time video service orders, including MVNS orders, by managing any interactions from order through billing to support the highest levels of customer satisfaction. The project manager proactively manages your service needs and serves as the conduit and escalation point for issues related to your full‑time service—including order entry, order validation, service activation, test and turn‑up, disconnects and billing activities.
Video services coordinator
Your video services coordinator helps you make occasional video service bookings (also known as “occasional reservations”). The video service coordinator is available around the clock to assist you with coordinating broadcast television transmission services utilizing the Vyvx® fiber, satellite, and teleport network and vendor facilities. They also collaborate with broadcast operations service management team members and third‑party providers to ensure seamless delivery of your video services.
Video provisioner
Your video provisioner submits orders for local access circuits with local exchange carriers on your behalf. Video Provisioning should be informed of any local access circuits ordered by you so testing can be coordinated with the local exchange carrier (LEC) and the Vyvx® Technical Operations Center.
Broadcast technician
Your broadcast technician works to ensure reservations are activated and working properly on the Vyvx® network. Broadcast technicians also work as needed with third‑party providers to establish cross connections on your behalf. As owners of the broadcast operations service management process, they are your first point of contact if an issue is present with your service. Broadcast technicians are prepared to troubleshoot and resolve issues if they arise—anytime, night or day.
Broadcast engineer for on-site events
The broadcast engineer sets up and monitors HD encoding services at remote sites for customer events. Broadcast engineers are prepared to troubleshoot and resolve problems with HD encoding services. They also perform on‑site setup and monitoring of Vyvx® multi‑customer special events.
Key service identifiers
You may need the key service identifiers listed below to manage your services. Please contact your account director or a video services coordinator with any questions.
| Service ID | Example | Applies to | Used for | Where you find it |
| Reservation confirmation number | 234567 or 23456789 | Occasional‑use and full‑time Video Services via Fiber, Teleport, and Satellite |
|
|
| Reservation name | Defined by the customer | Occasional‑use and full‑time Video Services via Fiber, Teleport, and Satellite |
|
|
| Vendor or access circuit ID | Varies by vendor | Local access circuits: a reservation number will also be assigned to these circuits and is shown on the invoice. |
|
|
Full-time service
If your broadcast requirements include a connection available to you for a period of 24 hours per day for one month or more in duration, Vyvx® offers full‑time video services. A full‑time video service should be ordered with the help of your sales team (account director and sales engineer) so your requirements are translated into the appropriate service order. The account director will complete a Vyvx® service order with all the pertinent details related to the full‑time service for your signature. The service order will be submitted to the Vyvx® project manager for order management through provisioning and test, and finally acceptance by you. Once the local loop is in place and ready for testing, our Broadcast Operations team will notify you. You should then test the connection and confirm that the service is working as requested. At that point, the service is considered installed and ready for use.
Full-time order types
Various order types may be used during your Lumen experience:
- new service orders—required for the installation of a new full-time service on our network.
- service order change or reconfiguration—a change to your full-time service after it has been installed.
- service transfer order—moves a full-time service from one account to another; used, for example, when a company acquires another company and needs to transfer an order under an existing or new billing account.
- renewal—continues your full-time service when your existing MSA expires.
- disconnect—termination of an active full-time service.
Occasional use service
If your broadcast requirements include a connection that is available to you for a period of one month or less, Vyvx® offers occasional video services. An occasional video service can be booked via phone or email to Video Services, or you can make the booking directly using Media portal. An account is required before you can make bookings in Media portal.
Fiber Video Service from sites with existing connectivity
- Sign in to Media portal or call Vyvx® Video Services.
- Have the following information ready:
- Event name
- Purchase order number (if applicable)
- Product requested
- Start and end dates and times of the feed
- Firm‑out or approximate‑out
- First‑and last‑mile city and circuit number (It’s also helpful to know if these circuits are located at the local hub or connect directly at the Vyvx® Services TSC.)
- If you plan to make the cross connect at the hub, please inform Vyvx® Video Services. Otherwise, we will make the cross connect for you.
- As soon as the reservation is confirmed, a notification of confirmation will be emailed to you.
- Please review the information on the confirmation and let us know if any changes are required.
- You can also view all of your confirmations online using Media portal.
Fiber Video Service from sites without existing connectivity
- Call Vyvx® Video Services.
- Have the following information ready:
- Name of building or facility
- Street address and location at site where local loop should be installed (Local loops will be installed at existing demarc locations at all sports facilities unless otherwise specified.)
- Local contact at facility
- Telephone number of contact
- Dates and times
- When requesting local access in cities where hub facilities exist, customers may request local connectivity through the Vyvx® Services Technical Support Center or the hub facility (subject to availability at either location).
- Installing a local loop or obtaining pricing for the installation at most sites takes approximately 7–10 days, depending on the city and the vendor (telco, cable, bypass carrier).
Satellite Service (Satellite Service only)
- Call Vyvx® Video Services.
- Please have the following information ready. If needed, our video services coordinator can answer any of your questions related to this information.
- coverage area (e.g., North America, Western Europe, Asia Pacific, etc.)
- date of service
- start and end time of service
- firm‑ or approximate‑out
- C‑band or Ku‑band
- bandwidth
- event name (or purchase order number)
- provide uplink vendor name (if not Vyvx®)
- other specifics:
- Do you require a specific satellite, polarity or frequency?
- Would you like us to provide a downlink, uplink, standards conversion or turnaround service?
- digital parameters
- You will receive a reservation confirmation email shortly after placing your request.
- Please review the confirmation and call us if you have questions or note any discrepancies.
You will receive a separate reservation confirmation email each time you place or change an order. If you do not receive a reservation confirmation email from each transaction, please notify us by phone or update the email address in your Media portal profile.
Teleport Service (Teleport Service only)
- Call Vyvx® Video Services.
- Please have the following information ready. If needed, our video services coordinator can answer any of your questions related to this information:
- start date and time of the service, duration of the service
- approximate out requirements (optional)
- reservation name
- source information
- satellite coordinates and bandwidth—uplink and downlink frequencies and polarities
- analog or digital: If digital—bit rate or symbol rate, Forward Error Correction (FEC), modulation type QPSK or 8PSK, high definition or standard definition
- C‑Band or Ku‑Band
- contact information—name, phone number, fax number or email address
- A reservation confirmation number will be provided to you at the time of booking and sent to you via email. Please review the confirmation and call us if you have any questions or note any discrepancies. You will receive a separate reservation confirmation each time you place or change an order. If you do not receive a reservation confirmation with each transaction, please notify us.
Video Local Access
Vyvx®‑ordered local access
- Customers looking for local access for a period of a month or more in duration should work with their account director and sales engineer to complete a service order for local access that will be submitted to Video Provisioning. For local access on a shorter term basis, call Video Services directly.
- Video Provisioning makes sure all required information is gathered on the service order: a premise location, demarc location, contact name, and phone number for the location.
- You will receive confirmation of the installation date.
- Vyvx® Operations tests the local access circuit with the vendor to ensure it is working properly and meets all your specifications.
Video provisioning intervals
- price quotes: 5–7 business days, returned to you from the date received (with accurate information provided)
- firm orders request: 3–5 business days, orders sent to LEC according to accurate information provided by sales/customer
- firm order confirmation (FOC): 3–5 business days, upon receipt from the vendor, the FOC is sent back to you
- standard LEC SLA for Broadcast Video circuit installation: 8–10 business days only if there are available fiber facilities at your location and if you've met the space and power requirements
Customer-ordered local access
- Once the order is placed with the local access vendor, you should send the vendor circuit ID and the install date to Vyvx® Video Provisioning: vyvxprovisioning@lumen.com.
- On the install date, the Vyvx® Operations team will test the local access circuit with the vendor to ensure it is working properly and meets all your specifications.
The following booking policies are applicable for Vyvx® Solutions owned and operated fiber and teleport facilities and leased satellite services. Booking policies for third‑party provided services are subject to the individual vendor’s policies.
Approximate-out
All other services: reservations with duration under 15 minutes may schedule a 5-minute approximate-out. Reservations 15 minutes and greater and less than 60 minutes may schedule up to a 15-minute approximate-out. Reservations 60 minutes or greater may schedule up to a 30-minute approximate-out. Approximate-out times are available on a right-of-first-refusal basis and can be challenged. Failure to goodnight an approximate-out will result in full charges for the approximate-out time regardless of actual usage. Approximate-out cannot be added to a reservation after the reservation start time.
Booking increments
- Broadcast Fiber services: 5-minute minimum, 1-minute increments
- Satellite & Teleport: 15-minute minimum, 15-minute increments.
Cancellations
- Broadcast Fiber and Teleport services: reservations canceled 60 minutes or greater prior to the scheduled start time may be canceled without penalty. Cancellation charges are applied 100 percent when a confirmed reservation is canceled within 59 minutes of scheduled start time.
- Satellite services: reservation charges are applied 100 percent when a confirmed reservation is canceled within 30 days of reservation start time.
- All other services: individual case basis.
Challenges
All services: customers holding inquiry reservations or approximate-out are allowed 24 hours or 24 hours prior to scheduled start time, whichever is less, to either release or confirm their order when challenged. Failure to respond after a challenge has been initiated will result in an automatic forfeiture of the inquired time. Reservations confirmed through a challenge cannot be rescheduled or cancelled without incurring a 100 percent cancellation charge.
Extensions
All services: if an extension is made on a reservation with an approximate-out, the approximate-out will be firmed, then the extension will apply. Approximate-out and extension are subject to charges separately.
Goodnights
All services: failure to goodnight an approximate‑out service will result in full charges for the approximate‑out time regardless of actual usage. Approximate‑out times must be goodnighted with the Vyvx® team.
Inquiries
- Broadcast Fiber and Teleport services: inquiry reservations are accepted as a right‑of‑first refusal. Inquiry reservations are held until 24 hours prior to start time, unless challenged. In some cases, inquiries can be held closer to the actual event if requested by the customer. Inquiries can be suspended at any time at the sole discretion of the Vyvx® team.
- Satellite services: inquiries are automatically dropped 72 hours prior to reservation start time unless confirmed by the customer.
Rescheduling*
- Broadcast Fiber and Teleport services: reservations rescheduled 60 minutes or greater prior to the original start time may be rescheduled without penalty. Reservations that are rescheduled and then canceled or rescheduled within 59 minutes of original start time are subject to a penalty fee of 100 percent, in addition to the booking fee for the rescheduled event. Reservations cannot be rescheduled within 15 minutes of the scheduled start time without a cancellation.
- Satellite services: individual case basis
*Rescheduling start and end date/time of reservations.
Modifications*
- Broadcast Fiber and Teleport services: reservations modified 60 minutes or greater prior to the original start time may be modified without penalty. Reservations that are modified and then canceled or modified within 59 minutes of original start time are subject to a penalty fee of 100 percent. Reservations cannot be modified within 15 minutes of the scheduled start time without a cancellation.
- Satellite services: individual case basis
*Rescheduling start and end date/time of reservations.
PGADs
Fiber services: customers requesting a PGAD from a third party must contact the owner of the Host Reservation for permission to receive a drop of the transmission. The owner of the host reservation will authorize the PGAD and issue the confirmation number of the reservation. The customer requesting the PGAD will use the confirmation number as the authorization and the PGAD will be accepted. At the request of the owner of the host reservation, the transmission may be extended beyond the scheduled end time or approximate end time. In such case, where the PGAD is scheduled to end at the same time as the host reservation, the PGAD will also be extended to match the overage of the host reservation and appropriate charges will be applied.
Test time
All services: when available, test time will be provided prior to a scheduled service. However, test time is not guaranteed. If setup time is essential to a service, it should be incorporated into the purchased service.
Vyvx® Operations 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, Vyvx® Operations will work to rapidly respond to your inquiries and quickly resolve any problems.
Customer-reported service impairment—trouble tickets
If you would like to make changes to, or have questions about, your reservation prior to scheduled start time, contact Vyvx® Video Services.
Once your reservation is in session (start date and time is in the past), if you encounter any issues you should call Vyvx® Operations to reach a broadcast technician, who will be your single point of contact for service related issues. The broadcast technician is trained to quickly address technical issues related to your Vyvx® service. The primary objective of a broadcast technician is to provide start‑to‑finish accountability for broadcast operations and to drive the resolution of issues based on the first call.
You can reach a broadcast technician at any time. The broadcast technician will initiate a number of tests and processes to determine a fault and a fix agent. They will either solve the problem or collaborate with internal or external fix agents until a resolution is established. Fix agents could include Lumen Technical Operations Center (TOC) technicians or development and engineering organizations.
For each of these groups’ contact information, see the Broadcast Operations–Fiber/Satellite or Teleport (under Key Contacts).
To facilitate troubleshooting, please be prepared to provide the following required information:
- reservation confirmation number (provided upon booking of reservation): see the Key Service Identifiers (under How to order).
- description of the problem
- time the problem first occurred
- customer contact information: name, email, phone number(s) and alternate or after‑hours contacts.
The broadcast technician will give you a trouble ticket number which references the issue you are reporting.
Reason-for-outage (RFO) reports
In the event there is an outage on the Vyvx® network that impacts your service, you may request a reason‑for‑outage (RFO) report. The RFO will explain the root cause of the outage and detail the corrective actions taken to avoid the outage in the future. Please call Vyvx® Operations with your trouble ticket number to request an RFO.
Vyvx® Operations locations & schedule
The Lumen Vyvx® Support Centers operate 24x7 and are redundant with operating locations in Tulsa, Oklahoma and Broomfield, Colorado.
Lumen Vyvx® Network Operations Center (NOC)
Broomfield, CO
Lumen Vyvx® Network Operations Center (NOC)
Tulsa, OK
Vyvx® Technical Operations Center
The Vyvx® Technical Operations Center (TOC) is primarily responsible for testing and turn up of new circuit equipment and working directly with local exchange carriers (LECs) to test local loops that have been ordered by Vyvx® Video Provisioning (on your behalf), or by you directly. The Vyvx® TOC also acts as an escalation resource for the broadcast technicians and giving status back to broadcast technicians for all service issues. Broadcast technicians, in turn, inform you of problem resolution status and an estimated completion time.
Network maintenance
Occasionally, the network requires maintenance which may or may not impact your services. The Vyvx® Operations team will contact you in advance by phone or email to inform you of impact to your service. If you require an alternate service along a different route to avoid maintenance impacts, please contact Video Services to make the reservation.
Vyvx® Customer Service escalations
Vyvx® Customer Service is divided into two groups:
- Video Services—coordinators are always available to assist you with making and managing your reservations.
- Video Provisioning—always available to assist you with ordering local access circuits.
Video Services
If your reservation is scheduled to start in the future (start date and time are in the future) you should call Video Services with any questions or to make changes to your reservation. You have the option to escalate, to any level in the Vyvx® Video Services organization at any time.
Vyvx® Provisioning
Video Provisioning can assist you by ordering local access circuits on your behalf or by helping you order the local access. You can escalate to any level in the Vyvx® Video Provisioning organization at any time.
| Escalation level | Contact |
| 1st level | Video Services shift lead & Provisioning lead coordinator on duty
Europe & UK: 44 20 7954 2172 Latin America
APAC (select 7 for Vyvx® Support):
|
| 2nd level | Manager, Video Services and Vyvx® Provisioning, Dan Penner Office: 1‑918‑547‑4109 Mobile: 1‑918‑633‑0329 Email: dan.penner@lumen.com |
| 3rd level | Senior director, Vyvx® Operations, Rick Gibson Office: 1‑918‑547‑8378 Mobile: 1‑918‑230‑8006 Email: richard.gibson@lumen.com |
Vyvx® Operations escalations
Once your reservation is in session (start date and time is in the past), call Vyvx® Operations to investigate any issues if they arise. You can escalate to any level at any time.
| Escalation level | Contact |
| 1st level | Broadcast technician, Fiber Operations lead technician on duty Email: vyvxoperations@lumen.com Global: 1‑720‑888‑0429 North America News: 1‑800‑888‑6771 Sports and Events: 1‑800‑982‑0046 Satellite: 1‑800‑648‑3333 Europe and UK: 44 20 7954 2175 Latin America Argentina: 08 004442192 Brazil: 08 000959114 Chile: 12300206188 Colombia: 01 800 518 2784 Peru: 08 0055225 Venezuela: 08 001341064 |
| 2nd level | Manager, Fiber Operations, Chad Barnard Office: 1‑918‑547‑1336 Mobile: 1‑918‑230‑4289 Email: chad.barnard@lumen.com |
| 3rd level | Senior manager, Fiber Operations, Chad Fleming Office: 1‑918‑547‑9466 Mobile: 1‑918‑850‑2423 Email: chad.fleming@lumen.com Senior manager, Fiber Operations, Eric W Miller Office: 1‑918‑547‑9306 Mobile: 1‑918‑230‑6935 Email: ericw.miller@lumen.com |
| 4th level | Senior director, Vyvx® Operations, Rick Gibson Office: 1‑918‑547‑8378 Mobile: 1‑918‑230‑8006 Email: richard.gibson@lumen.com |
Vyvx® Teleport escalations
For both reservation and service impairments/trouble tickets, see the contact numbers below.
| Escalation level | Contact |
| 1st level | Lead technician on duty Atlanta Global: 1‑404‑638‑2000 Email: teleportatlanta@lumen.com Denver Global: 1‑303‑397‑4100 Email: teleportdenver@lumen.com Los Angeles North America: 1‑800‑922‑4424 Global: 1‑909‑943‑5399 Email: teleportla@lumen.com |
| 2nd level | Atlanta Teleport manager, Steve Smith Office: 1‑404‑325‑3519 Mobile: 1‑404‑680‑0985 Email: john.smith@lumen.com Denver Teleport manager, Mark McCuistion Office: 1‑303‑397‑4114 Mobile: 1‑303‑330‑1890 Email: mark.mccuistion@lumen.com Los Angeles Teleport senior manager, Robert Diorio Office: 1‑951‑943‑5399 Mobile: 1‑951‑313‑8002 Email: robert.diorio@lumen.com |
| 3rd level | Senior manager, Vyvx® Operations, Charles Becker Office: 1‑720‑578‑2020 Mobile: 1‑303‑885‑2620 Email: charles.becker@lumen.com |
| 4th level | Senior director, Vyvx® Operations, Rick Gibson Office: 1‑918‑547‑8378 Mobile: 1‑918‑230‑8006 Email: richard.gibson@lumen.com |
Media portal
Media portal offers our customers self service for booking of occasional-use services (excludes sports and special events), online help with booking policy information, billing information and various reports. We’ve designed the site to support your secure and private access for the protection and integrity of your service and billing data.
To request an account to use Media portal, go to mediaportal.lumen.com, then click Request Vyvx portal account.
We designate one master user as the first delegated administrator for your portal accounts. This master user can create additional user accounts and assign permissions in Media portal for those users.
On your first visit to the site, please review the online help using the link in the upper-right corner. You’ll find valuable information about the functionality and offerings of Media portal and our video services.
Local Interconnectivity Directory
To locate the Local Interconnectivity Directory (LID), go to mediaportal.lumen.com and look for the Local Interconnectivity Directory link (at the bottom of the page). (If you're already signed in to Media portal, go to mediaportal.lumen.com/ui/lid.)
The best way to interact with the Lumen Vyvx® team regarding your billing information is to use Media portal. Media portal provides comprehensive capabilities for you to manage your Lumen Vyvx® billing and payment activities:
- view, download and analyze your invoices
- learn how to read your invoice
- pay online via ACH or credit card (one-time or recurring payment options available)
- go green by turning off your paper invoice
- generate summary and detailed reports based on your billing data
- initiate, update and track billing requests
Billing cycles and delivery
Your Lumen Vyvx® invoice is created and delivered monthly. There are several format and delivery options for your invoice:
- Paper format—mailed via postal service
- Paperless (electronic) format—available using Media portal
- Paperless (electronic) format—available by email
You can opt for paperless delivery of your invoice using Media portal by making the election in the Invoice Management tool (under the Billing tab). If you cannot access the portal and would like to go paperless via email, please contact us directly:
Phone: 877‑453‑8353
Hours of support: 6:00am–6:00pm MT
Email: billing@lumen.com
Methods of payment
Payments on invoices are due in accordance with your master service agreement (MSA). Lumen Vyvx® accepts the following forms of payment:
- ACH via the portal (please configure this on the Setup tab of the Invoice Management section)
- EFT (requires authorization form—please contact us directly at the above numbers)
- Credit card using the portal (some conditions may apply)
- Check sent by postal service
You can find details about the following payment topics in Media portal help:
- making an online payment
- printing a remit slip for an offline payment
- storing a payment source
- setting up automatic (recurring) payments
- viewing online payments
Questions about your invoice
Please submit all billing inquiries or disputes using Media portal. This can be done by creating a new billing request under the Billing tab of the portal. You can initiate, track, update, and cancel any requests, communicate with your billing analyst via the notes feature, and see a comprehensive set of comments on all of your requests. For further details, please review the Billing Request section of the Media portal help.
Non-payment
Your payments are due upon receipt of your invoice and are considered past due the first day of the following month or according to the terms of your master service agreement (MSA). If you fail to make a payment when your invoice is due, your service is subject to interruption. If your services have been interrupted, it could take up to 24 hours for service to be reinstated.
Early termination
If your services are being disconnected prior to the end of your service term, early termination charges may apply. For services nearing the agreed-upon termination date, a disconnect request must be received 30 calendar days prior to the contract termination date. Otherwise, your service may continue to be provided by Lumen on a month-to-month basis, or as otherwise set forth in your master service agreement (MSA). If the date is the same as your service term end date, no terminations will apply. If you are considering early termination, please contact your account team to explore your options.
Disconnect requests
Please submit disconnect requests using Control Center. If you're ineligible or unable to use the portal, you can still enter disconnect requests using the disconnect order form. The request should include your contact information, the billing account number, the reservation number/circuit ID, and requested date to disconnect the service. Please note Vyvx® requires a 30‑day disconnect notice on all services, starting from when the request was submitted via email to Lumen, unless your contract states otherwise. If you have any questions regarding the submitted disconnect request, please contact your sales representative directly.
| AD | Account director—your point of contact for all your sales‑related issues. |
| BCP | Business continuity planning—emergency response program. |
| CCM | Customer care manager—your point of contact for order entry and service implementation. |
| FOC | Firm order confirmation—Vyvx® Video Provisioning receives this date from the LEC. |
| LID | Local Interconnectivity Directory—found on the Media portal login page; provides information on connections to the Lumen Vyvx® network. |
| MSA | Master service agreement—a contract that documents the terms and conditions applicable to your services. |
| MVNS | Managed Video Network Service—Lumen service offering of converged video and data services. |
| PGAD | Permission to grant additional drop‑off—any third‑party customer requesting a PGAD (secondary drop‑off) service of another customer’s transmission must contact the owner of the host reservation for permission to receive a drop‑off of the transmission. |
| RFO | Reason for outage—report provided by Vyvx® Operations which explains the root cause of a service impacting outage. |
| SE | Sales engineer—your point of contact for technical service information and network design issues. |
| SLA | Service level agreement—committed terms from a provider, related to installation. |
| TOC | Technical Operations Center—responsible for testing and turn‑up of new equipment and circuits with local exchange carriers, works with Vyvx® Operations teams to troubleshoot and repair as needed. |
| TSC | Vyvx® Television Switching Center—Vyvx® network location or point of presence. |
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