Your new customer experience with Colt

Product portfolio optimisation

Back to product optimisation
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1. Introduction

We’re excited to introduce you to a new chapter with Colt, as we work to bring you the best products and seamless services as we merge the Colt and ex-Lumen EMEA product portfolios.   

Since you have ordered a Colt product and still have active ex-Lumen EMEA services, this note will explain how you can manage your services across the two platforms. You will have a different experience and support mechanism for your ex-Lumen EMEA services and your new Colt services for a short time.   

We have an extensive plan to move all ex-Lumen EMEA customer data from the Lumen systems to the Colt systems over the next 12 months. Maintaining your positive customer experience is a priority for us and you will be notified as your data move approaches, with all the information you need to continue to be in control of your services and data.  

Until you are notified of your data move, you will notice some differences in how you interact with your Colt services compared to Lumen EMEA . Learn more below:  

2. How will I manage my new Colt service online?

You'll use Colt Online for managing Colt services, while the Lumen Control Center will remain your platform for ex-Lumen EMEA services.

Colt Online is our customer portal, designed to offer you a self-serve experience to manage your services efficiently. It provides access to key information and tools, allowing you to track tickets, download invoices and reports, update billing accounts and manage your customer notifications and contacts.

Some of the more complex Colt products - for example Colt SD-WAN - have a dedicated portal in addition to Colt online. Whenever you order a new Colt product, you will get access to the corresponding product portal (and still retain access to Lumen Control Center for any existing Lumen EMEA products you may have).

3. How will the paperwork change for my new Colt service?

When ordering a Colt product, the corresponding product name will show on all documentation, including contracts, customer guides and invoices.

Product names may differ for similar products across the two portfolios.

You will see a different invoice format too. For example, the billing reference that appears on a Colt invoice is a Billing Customer Number (BCN), instead of Billing Account Number (BAN). The invoice structure and bank account details will be different too.

4. How will product delivery change?

An order for a Colt product will trigger a Colt delivery process. It will have its own structure in terms of steps and notifications, so please expect some differences. Get help managing your order through Colt Online.

During any delivery of Colt orders you will receive extensive information and guidance. You can learn more in this online guide.

For some Colt products including Wave, Ethernet and SIP-Trunking, we offer customer APIs to help streamline processes.

5. How will I get support?

For all Colt products, you will have new contact points.

Online support is available through Colt interactive portal, Colt Online. It includes an extensive online help section with FAQs, tutorials and supporting videos on how to manage your services, raise tickets, manage your bills and see planned works.

Phone support is available across all our serviced countries with dedicated support teams available around the clock. You can find the contact details here at colt.net/support/#numbers.

Colt provides support using its own ticketing systems, that is separated and different from the ex-Lumen EMEA Service Desk ticketing system. Rest assured that as soon as your ex-Lumen EMEA service data have been moved to the Colt systems, all your services will be based on the same systems and processes.

Thank you for your patience during this transition. We’re excited to deliver a more streamlined service and create extraordinary connections with you. If you have any questions, please don't hesitate to reach out to your Colt team.