WholesaleWholesale FAQs
Get answers to your frequently-asked questions (FAQs). If you don’t find what you need, you can contact the Brightspeed Wholesale Customer Support team directly at 833-363-2400, or visit our Business Support page.
Select a topic to view relevant questions and answers.
Billing
How were outstanding balances on invoices handled in the sale?
All outstanding balances were transferred to Brightspeed on Day 1.
How were outstanding billing disputes, both paid and unpaid, on invoices being transferred to Brightspeed handled in the sale?
All outstanding disputes were transferred to Brightspeed on Day 1.
What do customers need to do to implement new EDI billing?
New EDI billing was sent to customers' existing connections established with Lumen. Customers with existing EDI do not need to take any actions.
Will Brightspeed have a new remittance address and banking info (if they anticipate receiving Electronic Fund Transfer (EFT) payments from us)?
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.
How are billing disputes handled?
Questions around wholesale billing disputes should be sent to: bs_wholesale.dispute@brightspeed.com.
Will existing invoicing carry over and will the billing remit times be the same?
Billing cycles are not changing at this time.
Where can we get a list of BANs affected by the transaction?
A list of the BANs that moved to Brightspeed can be found at the following link: https://news.lumen.com/download/Brightspeed_Wholesale_BANs_080422.xlsx.
If the first four digits of a BAN are found on this list, then the BAN moved to Brightspeed.
Where should billing disputes that occurred during the pre-close period and after the asset sale close period be directed?
Questions around wholesale billing disputes should be sent to: bs_wholesale.dispute@brightspeed.com.
Does Brightspeed charge a fee for NDM/SFTP CARE transactions?
On Day 1 there is no change to existing rates.
What should be expected as far as general billing changes?
Please see the Lumen Customer Communication Package (pages 15-18) for information related to billing. If you are missing this, please contact Wholesale247@brightspeed.com.
Contracts and agreements
Will Brightspeed provide impacted customers with a circuit list?
Customers can pull this information themselves with the current invoice and CSR, by utilizing the Brightspeed OCNs in the first four positions of the BAN.
When and how will we carve out existing Ethernet commercial contracts that were in place with Lumen?
Brightspeed will honor all existing contracts for Day 1.
How are existing circuit term plans and revenue commitments handled post-close?
Circuit term plans and revenue commitments will continue business as usual.
Ordering
Do you have details for ordering an EVPL End User Switched Ethernet Product in EASE?
The following job aids are designed to help with the ordering process for EVPL End User Switched Ethernet Product in EASE.
EASE ASR EVPL - Stand Alone EVC Job Aid
EASE ASR EVPL - Stand Alone UNI or NNI with ACTL Job Aid
EASE ASR EVPL - Stand Alone or NNI with Address Job Aid
How was the assignment of Lumen CCLC to the Brightspeed CTBS handled?
Answers and new ICSC codes have been included in the Lumen Customer Communications Package. If you are missing this list, please contact wholesale247@brightspeed.com.
How will changed (new) ICSC codes be handled?
Answers and new ICSC codes for Brightspeed are included in this attachment.
Can you please provide the current and New Service Wire Center (SWC)?
All Service Wire Centers remained the same.
Can you please provide the current and New Service Provider Identification Number (SPID)?
Brightspeed’s SPID did not change. You can continue using 0661.
What is the New Telco ID or exchange carrier identification (EC)s?
Telco IDs/Exchange Carrier Identification did not change. You can continue using the same Telco IDs/Exchange Carrier Identification.
Do you have specific documentation of what NECA changes were made?
All NECA information remained the same, just renamed “Brightspeed.”
What specific changes were made with the LERG?
LERG changes were a name change only for Brightspeed's 20 state footprint.
Were there any impacts or changes to the following carrier reference information?
- Connecting Facility Assignment (CFA) and Carrier Name Abbreviation (CCNA/IAC)
- Access Customer Name Abbreviation (ACNA)
- Carrier Identification code (CIC FGD code)
There were no changes to the information above.
Were there changes to TRUNK groups?
There were no changes to TRUNK groups that transferred to Brightspeed.
Did circuit IDs change on Day 1 in Brightspeed territory?
There is no change to circuit information.
When will we have access to the Brightspeed portal for ASRs, support, etc.?
ASR support for Brightspeed customers to access their ordering details is handled through EASE at BRIGHTSPEED.
Did the older orders in EASE convert over to Brightspeed, and how long will we have access to the orders?
Brightspeed customers will have access to two years of historically accepted/worked orders.
In some states there is crossover between LECs (for example CenturyTel and Embarq in the same state). Did the transaction include all the LECs in each state?
A list of ICSC codes involved in the transition to Brightspeed may be found in the Customer Communication Package. This listing of ICSC codes identifies all applicable entities operated by Lumen in the impacted states. If you are missing this list, please contact Wholesale247@brightspeed.com.
How did the transaction affect NNIs?
Services ordered through the identified ICSC codes were transitioned over to Brightspeed at transaction close.
Is Brightspeed going to continue using the existing PNUMs?
PNUMs did not change.
Has the EASE URL changed from what we used with Lumen?
Customer's EASE user IDs were recreated based on existing access and customers will access BSPD VFOs through a unique URL: https://ease.brightspeed.com.
How were ICSC/OCN codes affected as related to Metro Ethernet Networks?
Please refer to the Lumen Customer Communications Package (pages 9-10) for information on ICSC/OCN related to Metro Ethernet Networks. If you are missing this list, please contact Wholesale247@brightspeed.com.
With regards to LERG and SPID changes, has batch code '5775' remained?
LERG changes were a name change only for Brightspeed's 20 state footprint and SPID. Brightspeed will retain the overall company SPID of 0661 for all Brightspeed territories. LUMEN has converted all remaining territories to an overall company SPID of 2223.
How were inflight orders handled?
Please see the Lumen Customer Communication Package (page 12) for information related to existing orders. If you are missing this list, please contact Wholesale247@brightspeed.com.
What is the ordering process for Bonded DSL?
Our wholesale customers can continue selling Bonded DSL services to businesses but should no longer offer it as an option for residential customer orders after 8/31/23. Brightspeed has decided to no longer offer Bonded DSL services for residential installations and as a result, this product has been removed from the EASE platform as an option for those customers.
What are the options for existing residential customers with Bonded DSL?
Brightspeed will continue to support the existing customers on bonded DSL. No changes to those services can be made going forward, outside of a disconnect. For additional questions around bonded DSL, please contact your Brightspeed Wholesale Account Representative.
How do I request access to EASE LSR?
Here are instructions for requesting access: Requesting_access_to_EASE_LSR.PDF
Is there a job aid for ordering WBSA LSR?
Here is a job aid: WBSA_EASE_VF_LSR_Pre-Ordering_and_Ordering_Job_Aid.pdf
Do you have a list of ordering codes for high speed internet?
Here is a list of the job codes: EASE_Product_Ordering_Codes.pdf
What is the process for creating Static IP addresses?
This file helps to address the process: Brightspeed_StaticIP_Process.pdf
What is the process for changing, suspending, restoring or disconnecting WBSA services?
This job aid helps to address those requests: WBSA_Changes_Disconnects_Suspends_Restores.pdf
Process
Will we need to stand up a new API?
Existing systems and processes for Service Assurance have remained in place.
How should customers eBond for tickets with Brightspeed?
The previous eBonding process for Trouble Admin has remained in place.
How is pole licensing handled post-close?
Pole licensing transferred to Brightspeed in the territories that were acquired. Existing licenses in effect were transferred effective Day 1.
Will the Lumen Trouble Admin teams continue supporting customers for our Brightspeed trouble tickets starting Day 1?
The support team is a combination of conveyed Lumen employees and Brightspeed employees. Existing systems and processes for Service Assurance will transfer to Brightspeed.
Do you have questions related to Brightspeed Wholesale Broadband?
This document will help to answer some of the questions we have received.
Brightspeed_Wholesale_Broadband_Q&A.pdf
Products, services, and messaging
When will Customer Forums be held?
These will be hosted quarterly, with the first Customer Forum taking place Friday, 10/28/22.
What will the Brightspeed Trouble Admin number be to call for all trouble ticket activities?
Brightspeed Wholesale Support: 833-363-2400
Who is my Brightspeed representative?
The Brightspeed representative assigned to your company has been communicated. If you are missing this, please contact Wholesale247@brightspeed.com.
How can we ensure we are receiving the Brightspeed welcome messages?
Welcome messages were sent via multiple sources including letters through U.S. mail, printed on your existing invoice, or through electronic notice in CCDB.
Are the same products and services now available with Brightspeed?
There were no changes to products or services on Day 1.
When will Brightspeed tariffs be provided and where can we access them?
Brightspeed tariff information: https://www.brightspeed.com/ew/aboutus/legal/tariff-library
What if I have additional questions?
Questions can be submitted via email. Please contact Wholesale247@brightspeed.com.
Repair
What is the status with the Wholesale Repair Portal for LSR services?
We appreciate insight from our Wholesale Partners on the issues encountered when accessing the Wholesale Repair Tool. Thanks to your feedback we were able to work with our 3rd party partner and identified the need to address platform changes following a code update that was pushed within the system. At this point in time, all reported issues should be resolved. In the event that additional assistance is required, or should issues be encountered in the future, please contact us at WholesalePortal-issue@brightspeed.com and a member of our IT team will be happy to assist.
Wholesale: Systems Transformation
Your transformation questions, answered
Transition from Lumen
What are the details of the Lumen/Brightspeed 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.
Who is Brightspeed?
Brightspeed is a dynamic new company comprised of industry leaders committed to enhancing the service experience for new and existing customers and 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).
Will customers in the 20 impacted states now be served by Brightspeed?
Customers served by the Lumen ILEC network transitioned to Brightspeed when the transaction closed.
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