Billing & Invoicing

Customer Transition Handbook

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The transition of customer data from the Lumen to Colt systems means that several billing and invoicing processes and documents you have been used to previously, will change.

1. Key info following data migration to Colt systems

Customer Number (ID)

As part of the data move all customers were issued with a new customer number. This is the unique identifier for a customer account. It will be displayed on the first invoice following the data move, and all subsequent invoices. Your customer number will be required to raise tickets through Colt online (portal) for outages, queries and account updates. Your account team will be able to provide the new customer numbers ahead of the receipt of the first invoice, and will do so at the time of the data move.

Billing Customer Numbers (BCN)

In addition to a new customer number, your billing account numbers (BAN) from Lumen EMEA have been reformatted to the Colt billing customer numbers (BCN). This will be displayed on the first invoice following your data transition. Your account team will provide this information at the time of the data move, and can support with mapping your former Lumen EMEA BANs to your new Colt BCNs.

Bank Accounts

You will need to update our bank account information to continue to pay invoices.

Our collections team communicated this change, directly to your dunning contacts a month prior to the data move, and the bank account information is also included on your first invoice after the data move. If you need this information resent you can request it through your account team, or through a Colt Online billing enquiry.

Your payments to the previous bank account will still be received but you will receive reminder notifications from our collections team to update your payment information following the data move.

Billing Cycles

There is no change to your payment terms and conditions, or your billing cycle as part of this data move. Colt has a 30-day bill period, and billing cycles run from the first to the last day in a calendar month.

Billing Start Dates

When purchasing new services, the billing start date will commence on order completion. Where the order is a multi-site delivery, in general, the billing will commence following completion of the primary/first site. There are some product exceptions to this rule.

Receiving your invoice

There is no change to the method you received your invoices from Lumen EMEA, and the same recipients will receive the invoices following the data move.

If you do need to change the contact information this can be done in Colt Online.

Accessing your invoice

Your invoices can be viewed and downloaded in Colt online, support can be found on Colt online help: How to view and download invoices and reports?

The last 12 months of invoices (including the pdf) will be available immediately in Colt online. Additionally, 10 years of invoice data was transferred to the Colt archive and can be requested through your account team or through a billing enquiry on Colt online.

Understanding your invoice

Invoices do have a different look and feel compared to Lumen EMEA invoices. A detailed guide has been developed to help you understand your new bill and highlight the differences. See more here in our Invoices Explained guide.

2. Raising a billing enquiry

The optimal route to raising billing queries is through colt online, either directly through the portal, or by scanning the QR code on your invoice.

If you prefer to call the service desk, please ensure you have both your billing customer number (BCN) and customer number to hand as it will speed up the correct routing of your enquiry. Both of these can be found on your invoice.

3. Billing disputes

All open billing disputes will carry over from Lumen EMEA systems into Colt systems (up to 5 years).

Any dispute information older than 5 years or closed disputes can be requested through your Colt team.

4. Billing support and understanding Colt processes

Within Colt Online, there is a wealth of information available to help with billing related queries.

Please refer to the below links:

If you have any other queries, you have not been able to resolve through this guide or Colt online, your Colt team are available to support.