Brightspeed Enterprise FAQs

We're here to help you through the transition.

 

 

 

Are you an existing enterprise customer with questions about transitioning from Lumen to Brightspeed?

You can contact the Brightspeed Enterprise Customer Support team directly at 833-369-1900 or visit our support center at https://www.brightspeed.com/ew/contact-us-support.

 

Frequently Asked Questions for Enterprise

 

Click a category to view specific questions and answers for that category. 

Ordering

All Service Wire Centers remained the same.

Brightspeed’s SPID did not change. You can continue using 0661.

There was no change to circuit information.

  • Mass Markets/ Small Business / Enterprise Billing: 833-692-7773
  • Enterprise Sales and Portal Support: 833-369-1900
  • Wholesale: 833-363-2400
  • Enterprise Service Assurance (Pri/Electrical/Optial/DWDM: 833-363=2888 Opt. 1, 2
  • Enterprise Local Ethernet/ATN/Frame/DIA: 833-363-2907 Opt. 1, 1
  • These numbers are available on Customer Support | Brightspeed. Additionally, Brightspeed will publish access to self-service tools for trouble ticket creation and status.
Billing

All outstanding balances were transferred to Brightspeed on Day 1.

All outstanding balances were transferred to Brightspeed on Day 1.

New EDI billings were sent to customers’ existing connections established with Lumen today. Customers with existing EDI will not need to take any actions.

Yes, Brightspeed has a new remittance address and has a process to receive EFT from Enterprise customers.

1.       New address where you can send your payment by check.

Mail in payments to lockbox:
Brightspeed
PO Box 6102
Carol Stream, IL 60197-6102

 

2.       New bank information if you pay via ACH.
          Bank of America, ACH Routing #111000012
          Account #4451670975
          Send in CTX, EDI820 or CCD+ Format

 

3.       If you bank online remember to update your payee to Brightspeed.

4.       If you pay by AutoPay there is nothing you need to do.

5.       New W-9 to download for Brightspeed: www.brightspeed.com/W9.

After October 3, billing disputes will be handled by Brightspeed's Dispute Team. Call Brightspeed at 833-369-1900 or visit Customer Support | Brightspeed for more information.

Billing cycles are not changing at this time.

No, only the Ensemble BANs in the 20 states with ILEC services that are included in this transaction.

All outstanding balances and disputes were transferred to Brightspeed on the BANs that have been moved.

The link to access the new W-9 for Brightspeed is: www.brightspeed.com/W9.

BANs are being assigned to Lumen and Brightspeed, so customers will have a Brightspeed account and a Lumen account. They will get a separate bill from Lumen for the retained national services and ILEC services, and a bill from Brightspeed for their transferred local services.

Account access

Customers will use a new portal to view and manage services that transitioned to Brightspeed.

You will have access to the same tools within the portal that you used to manage those accounts and services with Lumen. The Brightspeed portal allows you to view/pay invoices, access Bill Analyst, create and manage repair tickets, access Network Visibility, etc. If you were a Lumen Control Center system administrator, you’ll be able to create and manage users as within the new Brightspeed portal as well.

The link to access the Brightspeed Control Center portal is: https://controlcenter.brightspeed.com.

Your username remained the same for the new Brightspeed portal, but you should have received a new, temporary password by email so you can access the new portal.

The link to access the Brightspeed Control Center portal is: https://controlcenter.brightspeed.com.

No. You don’t have to do anything for the information in your current Lumen Control Center to move to Brightspeed.

If your billing account number remained the same, you'll be able to access historical billing information. If your billing account number changed, you will not have historical billing information. Repair ticket history will not be available for transitioning accounts. For information about open repair tickets, please contact Enterprise Service Assurance at 833-363-2888.

The functionality will be "like for like," but the portal is Brightspeed branded.

For help using the Brightspeed Control Center portal, please call 833-369-1900 or email control.center@brightspeed.com

Welcome messages were sent via multiple sources including letters through U.S. mail, printed on your existing invoice, or through email.

About the transaction

Lumen sold parts of its incumbent local exchange carrier (ILEC) business (currently operating under the CenturyLink brand) that serves consumers, small businesses, wholesale, local enterprises, and government entities in 20 Midwest and Southeast states, and parts of NJ and PA, as follows:

Alabama, Arkansas, Georgia, Illinois, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Wisconsin.

Lumen retained its local incumbent network and assets in 16 states including:

Arizona, Colorado, Florida, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, and Wyoming.

Lumen retained its national fiber routes and competitive local exchange carrier (CLEC) networks in all 36 states.

The transaction provides Brightspeed with a robust, scaled local network, along with the operations and back-office support to meet the accelerating demand for high-bandwidth connectivity and fiber technology.

This transaction was valued at approximately $7.5 billion, representing a multiple of ~5.5x 2020 estimated EBITDA.

The transaction closed October 3, 2022.

Brightspeed is a dynamic new company comprised of industry leaders committed to enhancing the service experience for new and existing customers to create a next-generation telecom and connectivity business. Brightspeed currently plans to invest at least $2 billion to build a network that will bring faster, more reliable Internet and Wi-Fi to communities throughout the Midwest, Southeast, and certain parts of Pennsylvania and New Jersey. At closing, Brightspeed was comprised of the incumbent local exchange carrier (ILEC) assets and associated former operations of Lumen Technologies across 20 states and will be owned by funds managed by affiliates of Apollo Global Management, Inc. (NYSE: APO).

Customers served by the Lumen ILEC network transitioned to Brightspeed when the transaction closed.