• Switched E-Line/Dedicated E-Line Service Welcome Kit

  • A successful implementation of your new Switched E-Line or Dedicated E-Line Service requires your active involvement throughout the process.

    • Understand Verizon’s requirements and your responsibilities.
    • Register or login to Verizon Enterprise Center.
    • Participate in the Order Verification Call with your Order Manager.
    • Have your site ready by performing any necessary activities yourself, find a 3rd party vendor or inquire about Verizon’s services for assistance in this area.
    • Provide valid local contact information to your Order Manager.
    • Order the appropriate equipment for your networking purposes.
    • Ensure any additional site personnel are prepared for the service activation.
    • Fully understand Dynamic Network Manager.
    • Switched E-Line/Dedicated E-Line Service requires access to be completed on your side and Verizon’s side.
    • Participate in the activation call set up by your Order Manager and confirm successful connection to your activation team.
    • If needed, schedule a technician assisted activation.
  • Note: “E-Line Service” will be used to define either Switched E-Line Service or Dedicated E-Line Service in this welcome kit, unless otherwise stated.

Note: “E-Line Service” will be used to define either Switched E-Line Service or Dedicated E-Line Service in this welcome kit, unless otherwise stated.

  • What is E-Line Service?

  • Verizon’s E-Line Service is composed of two service types: Switched and Dedicated.

    Switched E-Line Service is designed to handle even the most demanding business applications, offering speeds up to 10 Gbps, delivered with standard Ethernet handoffs. Switched E-Line point-to-point connections consist of an Ethernet Virtual Connection (EVC) and Access on both ends.

    Dedicated E-Line Service has the similar offerings as Switched; however, Dedicated E-Line is available in restorable and linear configurations which allows you to select your path during quoting and provides static, predictable latency for the duration of your contract.

    The both services are highly secure with world-class performance, allowing you to connect your offices, data centers, and business sites to deliver both IP and non-IP traffic securely across a single Ethernet connection.

  • Steps for a Successful Delivery of your E-Line Service

  • Over the next few weeks, a Verizon Order Manager (OM) will be assigned to facilitate the implementation of the circuit(s) you ordered. The OM will be contacting you to review the order details and begin the implementation process. A few key steps occur during this process. Our goal is to keep you informed and aware of all the steps.

    A successful implementation of your new service requires your active involvement. To help ensure your E-Line Service is successfully activated, there are some activities that must be completed by Verizon and you.

    Verizon Steps

    Verizon will take the following actions to provide a smooth activation of your E-Line Service:

    • Agree with you on your schedule implementation timeline.

    Note: The following situations may result in a delayed activation of your E-Line Service: lack of customer response, local connectivity concerns, and loop installation refusals. Please ensure your remote locations are prepared to allow access to technicians for new installs in order to prevent these types of issues from occurring.

    • Your Order Manager will provide you with a point of contact, number to call, and e-mail for assistance and information.

    Note: E-mail communication sent by your assigned Order Manager will contain their contact information along with escalation contact information in the signature section of the e-mail.

    • Perform the Order Verification Call with you and submit your order for your E-Line Service (upon successful validation of your order details).

    Note: Any delays to your Order Verification Call may cause a delay in your order being submitted. Additionally, if the local or primary contact is not properly identified, this may also cause a delay in your order.

    • Confirm with you on the schedule implementation timeline for your E-Line Service activation.

    Note: The initial date provided for your E-Line Service activation during the Order Verification Call is an estimate based on standard established timelines. A confirmed date will be provided to you at a later time by e-mail.

    • Schedule and perform the Ethernet site survey (if applicable)
    • Determine access is set up between you and Verizon prior to E-Line Service activation.
    • If multiple E-Line Service orders are being processed, Verizon will request a priority list of your hub/host sites to be scheduled for activation.
    • During activation, the Order Manager will verify with you that the current E-Line Service circuits have been tested and are in working order.
    • You will be advised, via e-mail from your Order Manager, once your E-Line Service is active and billable, at which point no further action is required by Verizon.

    Customer Steps

    Completing the following steps can also help lead you towards a successful and timely activation of your E-Line Service:

    • Participate in the Order Verification Call with your Order Manager.
    • Verify site-specific information and configuration prior to submitting an order to Verizon so orders meet with site requirements for your E-Line Service. This confirms orders comply with your site requirements. The correct site address information should be supplied.
    • CUSTOMER ACTION: The address information in your most current database should be supplied, and verification should include confirmation of the address recorded in the 911 database.

      CUSTOMER ACTION: E-Line Service requires access to be completed on both your side and the Verizon side. This must be in place before E-Line Service activation can occur.

    • Agree on the scheduled implementation timeline with your Order Manager.

    Note: Issues like a lack of customer response, local connectivity concerns, and loop installation refusals may result in a delayed activation of your E–Line Service.

    • Provide your billing ID if new services are to be billed under an existing Verizon ID.

    Note: If a new billing ID is to be established, provide the billing name, address, and contact information at the time orders are submitted.

    • Notify your local site contact(s) (LCON) of pending orders and ensure they are aware Verizon and the local exchange company (LEC) or 3rd party vendor may contact them to verify site information.
    • CUSTOMER ACTION: Confirm LCON phone numbers before submitting orders to Verizon.

    • Participate in the Ethernet site survey (if applicable)
    • To be able to use your interface, you need the proper equipment (cabling, optical lines, properly configured router/switch, etc). Check with your network provider for any equipment details you may need.
    • Once notified by Verizon of the Telco tentative dispatch date, call each of your LCONs to ensure they will be on site and knows about the pending order. If the LCON will be out of the office, an alternate contact must be designated.
    • Notify Verizon as far in advance as possible of any times during which activations may not be scheduled as the project schedule may be impacted.
    • Ensure any access-related customer terminating equipment (NID, etc.) is properly installed and provisioned at your site(s).
    • If multiple E-Line Service orders are being processed, you may request a priority list of hub/host sites to be scheduled for activation. However, do not schedule any circuit for activation until Verizon indicates the circuit is ready.

    Note: Your hub/host sites must be turned up first before any remote sites can be activated. Once your hub/host site is provisioned, any number of remote sites may be activated.

    Note: If a change to the established activation schedule is required,communicate those changes at least 72 hours in advance of the scheduled activation date and receive acknowledgment from Verizon.

    • Instruct the LCON to direct the LEC/3rd party vendor to the location where the circuit demarcation (DMARC) is to be placed and advise the LEC/3rd party vendor if the demarc must be extended to that point.
    • Ensure adequate conduit is available to extend the DMARC from the Minimum Point of Entry (MPOE) to the ultimate extended DMARC location.
    • CUSTOMER ACTION: You or the LCON must notify your Order Manager when the site(s) is ready for your E-Line Service activation, or if there are any delays in room preparation.

    • During activation, the Order Manager will verify with you that the current E-Line connections have been tested and are in working order.

    Order Verification Call

    To complete your order, a Verizon Order Manager will be assigned to your order and contact you to verify your order details. This usually happens 1-2 business days after you sign the contract.

    Your Order Manager will provide you the due dates for the activation of the service. These are the dates Verizon will be ready to activate your service.

    CUSTOMER ACTION: It is your responsibility to be present on the due dates provided to avoid re-scheduling and potential service downtime.

    The Order Manager will be your primary point of contact moving forward until your E-Line Service activation is complete.

  • Get Prepared

  • Roles and Responsibilities

    In working with Verizon, you will have exposure to various segments to ensure your E-Line Service implementation is a success. The graphic below can show you typically the roles and responsibilities you will encounter with the E-Line Service.

    Expectations for your E-Line Service Activation

    The following steps should be shared with the appropriate onsite contact(s) at your E-Line Service activation.

    1. An Order Verification Call from your Verizon Order Manager shortly after submitting your order request to verify the following:
      • Confirmation of the Verizon services ordered
      • Coordinate activation date around customer readiness timelines
      • Information on a knowledgeable local contact including name, address, phone number, and e-mail.
        • This person will need to provide access to the premises, telecommunications closets, and other network facilities at the location.
      • All orders are subject to verification and acceptance

        ✓ To help prevent delays to the order

        ✓ Capture Critical Site Information

        ✓ Create Local Contact awareness

        ✓ Promote On-Time Delivery

        ✓ Customer Satisfaction

        ✓Accuracy of service delivered



        Primary Contact OVC Local Contact (LCON) OVC
        • Call and send the Primary Contact the acknowledgement notification with the OVC form.
        • Confirm the configuration with the Primary and/or Technical contact.
        • Eligible products in certain areas may qualify for early site survey (ESS). Primary Contact will be notified if the product qualifies.
        • Call and send the LCON the Order Verification Checklist and Site Questionnaire.
        • Confirm the site requirements with the LCON and if applicable schedule ESS (Early Site Survey).
        • Verizon the site requirements with the LCON and if applicable schedule ESS (Early Site Survey).
        • If unable to speak with the Primary contact on 1st day, Order Manager will continue to send 2nd , 3rd day letters.
        • If by end of 4th day unable to confirm order, Order Manager will task sales for assistance.
        • If unable to speak with the Local contact on 1st day, Order Manager will continue to send 2nd, 3rd day letters.
        • If by end of 4th day unable to confirm order, Order Manager will task sales for assistance.

        Once we have gained the proper confirmations, your order will be submitted using standard interval and/or customer paid expedite (if needed). Dependent on your needs.

    2. Your local contact must notify Verizon when the site is ready, or if there are any delays in room preparation.
      • If the site is deemed not ready by Verizon, activation may be delayed.

    Note: Issues like a lack of customer response, local connectivity concerns, and loop installation refusals may result in a delayed activation of your E–Line Service.

    1. Following the physical installation, please notify your Order Manager to complete service activation.

    The graphic below shows some common situations that may delay your E-Line Service activation.

    A successful implementation of your new service requires your active involvement. For more detailed information about preparing your site for your upcoming installation, please refer to the Verizon’s Customer Readiness website.

    Prerequisites for Activating a New E-Line Service Connection

    E-Line Service requires access to be completed on your side and Verizon’s side. This step should be completed early in the overall order timeline any time after the logical port is assigned and the PVC (permanent virtual circuit) is complete in our system. This process is partially automated but timely completion should be monitored.

    At this time, you should have a 3rd party network vendor chosen, or have determined you have the internal resources available to complete this activity. If you would like to have Verizon provide the necessary services for successful implementation of your E-Line Service, speak with your Verizon Account Team for more details.

    The Order Manager will review the site and other requirements with you on the Order Verification Call.

    CUSTOMER ACTION: Review the following site readiness details below, and take appropriate action as needed.

    Site Requirements

    Review Verizon’s Customer Readiness Website. This site will assist you in preparing for your E-Line Service with Verizon. Reviewing the content on this site and following some simple steps will help facilitate a smooth activation of your service.

    Note: Site Survey - If a site survey is required, an engineer from Verizon or a third-party local exchange company (LEC) will contact you to determine site readiness. A local contact (LCON) must be present during the site survey to provide access and to address any additional questions about installation.

    Site Not Ready for Activation

    CUSTOMER ACTION: If you need to reschedule activation due to the site not being ready the day of installation, you must notify your Order Manager at least 24 hours ahead of time. If your Order Manager is unavailable, you may call the Verizon On-Demand Activations team at (866) 829-9719 to notify Verizon that a rescheduling of the installation is needed. You must provide your customer name, order number, current scheduled time, and new requested time. If you do not provide at least 24 business hours advance notice, additional fees may apply.

    The US Verizon Business Domestic Customer Activations department operates between 8 AM and 8 PM local time, Monday through Friday (excluding holidays). If you require assistance outside of these hours, you will need to schedule this at least two business days in advance with your Order Manager and an additional fee will be applied if outside of business hours.

    Permits and Approvals

    You must take specific action and/or ensure the following items are appropriately addressed:

    • Ensure any access-related customer terminating equipment (NID, etc.) is properly installed and provisioned.
    • Cabling and wiring needed to connect equipment to the DMARC (demarcation) location.
    • CUSTOMER ACTION: For more detailed information about preparing your site for your upcoming installation (either performed by you or Verizon), please refer to the Verizon’s Customer Readiness website.

    • Assume responsibility for hardware, software and memory compatibility issues related to existing equipment you choose to use.
    • CUSTOMER ACTION: You are responsible for the configuration of any CPE that is not Verizon supplied. If you have Verizon CPE from a previous service order, it is your responsibility to configure it as well.

    Demarcation (DMARC) Extensions

    If services need to be extended beyond the telecommunications demarcation point, you are responsible for ensuring extended demarcation facilities are installed and ready upon implementation of your services. Alternatively, you may be able to order a DMARC extension from Verizon or the 3rd party local exchange company (LEC). Delays in extending a DMARC may result in implementation delays.

    Power Requirements

    Loss of electrical power may cause the Verizon Access service to cease working if there are no accommodations made for back-up power. Verizon highly recommends you install an uninterruptible power supply (UPS) onsite.

    Verizon does not provide UPS units; however, if you choose to implement a UPS, the following are some guidelines for reliable communications in case of a power outage:

    • Back-up the entire building using UPS. This will help protect all devices and equipment from power failures, including telephony, data networking, and PCs.
    • Provide a separate generator for back-up power (in addition to the feed provided by the utility company). In this case, you may still need to add UPS, because it may take a few minutes for the generator to ramp up.
    • Note: The advantage of this approach is that less battery time is needed for each UPS. You should consult with your Order Manager for any additional power requirements as needed.

    Scheduled Support for my E-Line Service Activation

    E-Line Service connections are left enabled for self-activation for you without assistance from any Verizon engineers. Specifically, the following guidelines should be used to determine whether your activation requires scheduled support:

    • All new US domestic delivered high bandwidth and Ethernet require scheduled support.
    • All new international delivered service is enabled for self-activation.
    • All hot-cuts, regardless of region delivered, require scheduled support.

    You and/or your Order Manager can schedule the activations in accordance with the instructions shown in Dynamic Network Manager User Guide.

  • Project Plan

  • Project Plan for your E-Line Service

    A project plan/matrix is available for your E-Line Service implementation. The sample chart below helps to outline the task, Verizon group, approximate interval days (business days in between activities), and the description of the activity.

    Circuit Order/Activation Project Plan

    Task Verizon Group Interval (Estimated Business Days) Description

    Capacity Planning and Network Design

    Capacity Planning

    5 days

    If a customer has a non-standard capacity/design request, there is a 5 day notice period to confirm it is achievable (may require a different solution).

    Gathering site readiness

    Verizon Order Teams

    2 days

    Location profile information/site survey, circuit type, and specifications.

    Order Verification

    Order Management

    4 days

    Review for order accuracy. Order Manager submits the order.

    Access Provisioning (occurs before E-Line Ethernet Virtual Connection provisioning)

    Provisioning

    15 days

    Provisioning watches circuit through access activities sends, order completion received, loop construction completion, downloads, customer terminating equipment (NID or other network-related equipment), telco circuit test, and telco circuit completion.

    E-Line EVC Provisioning

    Provisioning

    2 days

    Order gets approved, flows through logical/ physical, operations, and message written.

    Logical Provisioning (Verizon)

    Install Group

    15 days

    Ethernet Virtual Connection (EVC) provisioned, logical complete, verify configuration, EVCs downloaded and customer notified ready for activation.

    Activation

    Provisioning

    6 days

    Verizon notifies you are ready. DTAC (data, test, and activation) schedules, retests & activates. Circuit complete.

    Post-Activation

    Provisioning

    2 days

    Provisioning owns the circuit for 48 hours after install. After 48 hours customer references trouble reporting guide and calls Verizon Customer Support for assistance.

  • Manage Your Account with Verizon Enterprise Center

  • Verizon Enterprise Center gives you access to critical information and resources on demand from virtually anywhere, at any time. The comprehensive management tool can help you make the solutions you use work more efficiently, save time, and control costs. Also, you can carry this powerful tool with you through your mobile device or tablet. In addition to the network management tools, Verizon Enterprise Center gives you the ability to:

    • Get an order status, 24x7, from virtually anywhere in the world.
    • Save time by viewing and resolving billing, ordering, or repair questions online.
    • Create, view, and update repair tickets without the need to make a phone call.

    Registration is easy. Click here for detailed instructions (log-in required). Or view the Verizon Enterprise Center Registration Tutorial Tutorial (log-in required). You will be provided with access to online billing, repairs and ordering capabilities.

    Once enrolled, you can call Verizon Enterprise Center Support at 1-800-569-8799 to gain access to the Dynamic Network Manager Tool.

  • Connect to the Cloud

  • Verizon customers can gain access to Verizon Cloud Services or other outside cloud providers in several ways. First, E-Line Service offers a simple, secure connection to data centers and colocation facilities supporting Cloud Providers. You can use this connection route traffic between their Cloud Provider and their host site without any exposure to public Internet.

    In addition, Verizon has more recently built out its core network connecting directly into Verizon and data centers around the world. This build out allows quick provisioning and access, often with only the addition of a simple cross connect to Verizon’s Cloud Services as well as to many other cloud service providers utilizing multi-tenant data centers. Integrating Verizon’s network directly and securely into these data centers makes the cloud application a one-hop experience for end users around the world. Basically, the data center is turned into a port on your corporate WAN.

    Secure Cloud Interconnect

    Secure Cloud Interconnect uses the high-performing E-Line Service connections to ensure a private point-to-point connection from a cloud service provider to a designated customer site(s).

    The Secure Cloud Interconnect Home Page is reached from the Dynamic Network Manager Tool in Verizon Enterprise Center. From there, you can:

    • See general interface configurations, router details, and Cloud Provider details.
    • Establish a connection to the cloud provider/application(s).

    Additionally, data utilization statistics for the Secure Cloud Interconnect virtual connection(s) for a selected number of days as well as bandwidth during the designated time period can be accessed and a history of orders with the status viewed.

    Contact your Verizon Account Team if you have questions.

  • Dynamic Network Manager

  • As a Switched E-Line Service customer, you can use the Dynamic Network Manager suite of tools, which are a component of Verizon’s Software Defined Networking strategy, and are available through Verizon Enterprise Center. The tools that fall under the Dynamic Network Manager umbrella include:

    • Looking Glass: Provides visibility into network usage statistics and parameter settings at the Provider Edge (PE) devices on the network. This tool is mainly a “view only” interface.
    • Dynamic Connection: Enables you to increase or decrease your E-Line Service EVC speed.

    These tools enable you to take control of your E-Line Service connection to meet traffic requirements by allowing you to make near real time or scheduled changes to the E-Line EVC once every 24 hours.

    You can access the Dynamic Network Manager Portal from Verizon Enterprise Center.

    You may also download the Dynamic Network Manager User Guide here (log-in required).

    Entitlements are automatically provided.

    Note: Dynamic Network Manager is only available for Switched E-Line Service customers. Dedicated E-Line Service will be available in the future.

  • Training

  • To assist in leveraging the resources available to you, training is offered, at no additional cost, in both live and recorded formats along with reference guides. Training courses are available on topics such as Verizon Enterprise Center, WAN Analysis, and Dynamic Network Manager.

    Register through the Verizon Enterprise Center Homepage –> Support -> Training, or if you are not registered on the Verizon Enterprise Center, register directly at the customer training site.

    Suggested training courses include a Verizon Enterprise Center Overview, Managed Network Services Tools, Dashboard & Repairs, Dynamic Network Manager, and WAN Analysis. User guides are also accessible through the training site.

  • Frequently Asked Questions

What is E-Line Service? +

Verizon’s E-Line Service is composed of two service types: Switched and Dedicated.

Switched E-Line Service is designed to handle even the most demanding business applications, offering speeds up to 10 Gbps, delivered with standard Ethernet handoffs. Switched E-Line point-to-point connections consist of an Ethernet Virtual Connection (EVC) and Access on both ends.

Dedicated E-Line Service has the same offerings as Switched; however, Dedicated E-Line is available in restorable and linear configurations which allows you to select your path during quoting and provides static predictable latency for the duration of your contract.

The both services are highly secure with world-class performance, allowing you to connect your offices, data centers, and business sites to deliver both IP and non-IP traffic securely across a single Ethernet connection.

What is an Order Verification Call and why do I need to attend? +

This important call with your Order Manager confirms the configuration and technical details you need for your service to work for you. While you may have discussed some configuration details with your sales person, it’s important to review with your Order Manager the entire configuration, discuss dependencies, and confirm you and your site are ready for activation.

When will my E-Line Service be activated? +

The timing of E-Line Service activation is related to several onsite customer activities (construction, LEC coordination, DMARC extension, permits/approvals, etc.).

Your Order Manager will work with you to find the best time to set up your activation timing and to answer any questions that may arise.

Note: Activation notification may be sent via e-mail for select service types.

Can I review the configurations of my E-Line Service? +

You have complete control of your CPE and network addressing scheme. Verizon will provide you with an Ethernet handoff. The E-Line Service will support any IP Layer 3 customer network design.

Note: E-Line Service is completely Layer 3 agnostic.

How can I test the bandwidth of my E-Line Service? +

You may use third-party bandwidth tester applications. Please keep in mind that with all Internet connections, there is inherent variable overhead and public Internet traffic should be taken into account when measuring delivered bandwidth speed. Such variability may result in Verizon’s delivery of bandwidth at incrementally less than the listed port speed.

With Ethernet, if you have 100 MB bandwidth, you may not receive that same throughput as it depends on the throughput data you are receiving. Small payload data is less effective throughput than large payload data.

Are there some troubleshooting steps I can complete prior to opening a trouble ticket? +

Yes. We recommend you compete the below troubleshooting steps as there are many cases where these steps may resolve your issues without needing to open a trouble ticket.

  • Check your equipment and the cabling between the back of the smart jack leading to your equipment.
  • Re-seat (unplug/plug-in) the cable that connects your equipment and smart jack
  • Reload/reset/power cycle your equipment leading to the smart jack
  • If your facility uses wi-fi, your Internet connection may be fine but your wi-fi may have issues. Be sure to check that your wi-fi network is working properly.
What other Ethernet services are available from Verizon? +

There are several other Ethernet services available from Verizon. Ask your Verizon Account Team for more details.

Point-to-point and point-to-multipoint connections

  • Dynamic bandwidth
  • Monitoring tools
  • Ideal for linking multiple locations

Dedicated E-Line

  • Dedicated point-to-point or point-to-multipoint routes across the network
  • Predictable latency
  • Redundant connections with diversity options for business continuity

Switched E-LAN

  • Protocol-transparent, any-to-any WAN with four classes of service
  • MAC address routing
  • Multicast and broadcast supported

Access Services with Ethernet Handoff

  • Connection for one or more Ethernet, Internet, or Private IP services across a common platform
  • Converged architecture provides a common platform for access, simplifying operations
  • Faster speeds at a lower price per megabyte with greater flexibility than other technologies and multiple resiliency options
  • Scalable bandwidth from 1 Mbps to 10 Gbps,* on 10 M, 100 M, and GigE user network interfaces (UNIs)
Who do I contact for repair? +

You may quickly open a trouble ticket online via Verizon Enterprise Center or by calling Verizon Service Assurance – Repair and Maintenance at 800-444-1111 (24x7).

How do I know if I need to increase my connection speed? +

Looking Glass, which is one of the tools under the Dynamic Network Manager suite, is located within Verizon Enterprise Center and enables you to view your connection speed of your Switched E-Line Service.

Looking Glass is available at no additional charge; however, you must first register for an account in Verizon Enterprise Center and gain entitlement to the Looking Glass tool in order to obtain access.

Note: Dynamic Network Manager is only available for Switched E-Line Service customers. Dedicated E-Line Service will be available in the future.

What are my reporting abilities with my E-Line Service? +

Currently, the only reporting abilities associated with your E-Line Service with Verizon are with WAN Analysis when the solution is purchased with Verizon’s Managed WAN Service.

Can the connection be activated or tested prior to connecting or configuring the CPE? +

Yes. As part of the normal activation process, Verizon tests the connection end-to-end prior to activation to confirm it is working properly. Verizon is not responsible for testing customer provided CPE.

Are there Quality of Service (QoS) levels associated with my E-Line Service? +

Your E-Line Service operates using an 802.1p standard for Layer 2 class of service. Currently Verizon provisions your E-Line Service with a default value of Real-Time class of service.

How do I upgrade my E-Line connection bandwidth? +

Dynamic Network Manager, a suite of customer enablement applications, allows you to take control of your bandwidth management. The suite consists of Looking Glass and Dynamic Bandwidth Tool.

As mentioned in the entry above, Looking Glass provides you with the ability to view the connection speed of your E-Line networks through Verizon Enterprise Center. Dynamic Bandwidth Tool provides you with the ability to increase or decrease your connection speeds in near real-time to meet your networking needs.

Dynamic Network Manager is available at no additional charge; however, you must first register for an account in the Verizon Enterprise Center and gain entitlement to the Dynamic Network Manager feature in order to obtain access.

Note: Dynamic Network Manager is only available for Switched E-Line Service customers. Dedicated E-Line Service will be available in the future.

How can I find out why my applications are running slowly? +

Since many applications share the network, it can be a challenge to know when an application performance problem is occurring because of the network and then how to correct it. Application performance tools that use flow collectors and/or probes can help you understand what applications are running on your network and whether the quality of service settings are correct.

You can use the WAN Analysis reporting platform as a convenient and fast way to activate network performance monitoring tools that provide application-level visibility. Verizon recommends analyzing your network traffic using these tools prior to opening a ticket. Contact your Verizon Account Team for more information.

How do I know if my network needs to be upgraded? +

Verizon offers the WAN Analysis reporting platform to provide you with utilization, trending, and capacity planning reports. By using the Trend and TOP N report in this platform, you can identify and measure circuit utilization and develop trend reports.

Do I need a router or a switch? Can I have access to it? +

Yes, you can use a router or a switch with your E-Line Service. The router and/or switch can be purchased through Verizon. Ask your Verizon Account Team for more details.

You may also purchase your router and/or switch from a 3rd party, but you are responsible for any updates or configurations of the equipment.

Does Verizon offer Managed Services and what do they include? +

Verizon does provide a range of Managed Services that can be added with your E-Line Service. Contact your Account Manager or Sales at 800-201-1452 (8:00 AM – 7:00 PM ET) for more information.

You can also see our Managed Services here.

Does your E-Line Service support IPv6 addressing? +

Yes because the E-Line Service is Layer 3 agnostic.

Can I access Verizon Enterprise Center from a mobile device? +

With Verizon Enterprise Center Mobile, you can ensure you stay connected by giving you access to information you need to manage your critical business functions on-the-go. You can manage your Verizon account from a smartphone or a tablet using the mobile application for single sign-on access to Verizon Enterprise CenterMy Business Account, and Verizon portals for a unified mobile experience.

Smartphone users can download an app from Google Play or the App Store that supports access to Verizon Enterprise Center, My Business, and Verizon portals. Simply search for “My Verizon Enterprise;” download the app; and conveniently launch right into Quick Tasks or sign in to your business portal for more management options. An icon is added to your phone’s homescreen for easy access the next time you log in. Requirements are as follows:

  • App Store: iPhone models 4 or higher that have a 7.x iOS version in the U.S. on any carrier or Wi-Fi network
  • Google Play: Selected devices using an operating system of Android 4.1 or higher in the U.S. and using the Verizon or Wi-Fi network

You can also access Verizon Enterprise Center Mobile with a tablet by signing into a browser-based application at http://verizonenterprise.com. The functionality will be the same as the smartphone app, supporting key business functions that vary by the users’ portal and permissions.

Verizon Enterprise Center portal users can use quick tasks for repairs, billing, and some wireless functions or sign-in to get access to key business functions delivering near real-time information to you. Verizon portal users can access key business functions from the smartphone app or tablet browser-based app.

Who do I contact if I am having a problem accessing one of the Dynamic Network Manager tools? +

If you encounter an issue (e.g., access or order submission) with a Dynamic Network Manager tool, you can engage the Verizon Enterprise Center Help Desk for assistance:

  • U.S.: Call 800-569-8799. Live Chat is also available during those hours, or you can send an e-mail to vec-support@verizon.com.
  • EMEA: Contact your local Verizon helpdesk or your Verizon Account Representative for assistance. You may also e-mail us at: vec-support@emea.verizon.com.
  • Asia-Pacific: Contact your Verizon Account Representative for assistance. Live Chat is also available M-F 8:00 a.m. ‒ 8:00 p.m. U.S. Eastern Time, or you can send an e-mail to: cs@sg.verizon.com.
Who do I need to call if I have a question about my order? +

Please contact your Order Manager. After installation, please open a trouble ticket through your Verizon Enterprise Center portal so the appropriate support group can help you or contact the Help Desk at 800-569-8799.

Where do I go for support if I have a repair issue with my service? +

If you have any repair needs with your E-Line, you can submit a ticket through Verizon Enterprise Center or contact your Verizon Account Team for assistance.

What do I do if I need to change something with my service? +

There may be a time in which you need to make a change to your service. You can submit a ticket through Verizon Enterprise Center or contact your Verizon Account Team for assistance.

Where do I go to place a new order? +

If you have a need to place an additional E-Line Service order, you may submit a change order with your Verizon Account Team or directly within Verizon Enterprise Center.

If I think my network is down, how do I verify Verizon is working the issue? +

During your network implementation, you will identify contacts within your organization to be notified in the event of outages. Notifications are e-mailed to these contacts after a trouble ticket has been opened. These e-mails include a ticket number (e.g., 2016103101249 in a year/month/day/ticket number format) may be entered into Verizon Enterprise Center to review.

If notification is not received from Verizon, you may contact Verizon to open a ticket through the Verizon Enterprise Center portal or through Verizon Customer Service at 800-444-1111 (24 x 7).

When does the billing of my E-Line Service begin? +

Billing for your E-Line site(s) will commence within 30 days of service availability when your connection has been activated and is available for use.

Note: Each E-Line point-to-point connection may have different activation dates, which would effect when you would receive those bills.

A billing tutorial can be found via this link (log-in required).

User Guides for billing and invoices are available on the Customer Training and Documentation website via the following link (log-in required).

Who do I contact for billing questions? +
  • Online Inquires for all Services: When viewing your invoice online in Verizon Enterprise Center at www.verizonenterprise.com click “Create an Invoice Inquiry” from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry. You may also track or create a trouble ticket from the portal homepage under the “Quick Tasks” section (no login required).
  • Live Chat: you can chat online with Verizon Customer Care which can be accessed from the Support tab.
  • Call: Customer Care/Billing: 800-937-6000.