Colt help
+44 800 496 5000, option 1, then 1 (24 hours)
+44 800 496 5000, option 1, then 2, then 1 (24 hours)
+44 800 496 5000, option 3
+44 800 496 5000, option 4
Please contact your customer care manager (CCM) or your account team.
Please raise any complaints to your account manager, or alternatively at Complaints - Colt Technology Services.
Manage your network services (except SD WAN) using Control Center.
Manage your SD WAN with Versa Networks service using SD WAN Versa.
To gain access to Control Center, please contact the Control Center system administrator for your account or email control.center@colt.net with your customer number, full name, and contact details.
For help and guidance on the Colt On Demand portal, visit our portal overview page.
Portal support tickets should be raised if you have Control Center portal issues, outages, or require additional access for your user profile.
Below are standard contacts for every Colt account depending on your request:
Colt also offer highly recommended professional services (outlined below) which can purchased at any time during your contract. If you are interested, please reach out to your account manager or customer success manager.
The key references for orders are your order number or service ID.
Colt has two distinct types of orders:
Estimated lead time: (Learn more about our order intervals.)
To help you prepare for your new installation or modification order, visit our Readiness site. (If you have ordered SD WAN services, please read our specific SD WAN readiness page.)
Outlined below are the key order-journey stages related to your service delivery:
The Customer Support team (CST) can help you with self-activation or requesting a final patch. To contact them, please use one of the methods below:
Note: Once you create an activation ticket, the CST team aims to respond within four hours.
The key references for repair and maintenance are your service ID, circuit ID or ticket ID.
Colt has three distinct types of tickets:
Note: The tickets above are managed by the Colt operations team in EMEA.
Ticket resolution times will vary depending on complexity of the issue and may be dependent on third party supplier actions.
Repair tickets should be raised to report faults, incidents or outages. Have your service ID ready.
Upon ticket closure, we will provide a short summary of the RFO. To request a formal RFO, please have your closed ticket ID to hand and use one of the methods below:
Note: RFOs can only be requested for closed ticket and can take up to five business days to provide.
Change requests are non-billing impacting adds, changes or removes / deletes to existing services.
These are available for specific services outlined below. Table 1 shows the types of change requests covered for HSIP, unmanaged DIA and MPLS / VPN without managed services. Table 2 shows the types of change requests covered for managed DIA, SD WAN and MPLS / VPN with managed services. If you do not have managed services, this option will not be available to you.
Unmanaged service change requests |
Phone |
Portal |
Portal option |
Add, change, or delete BGP session |
Yes |
Yes |
BGP Routing |
Add, change, or delete BGP multipath |
|||
Add, change, or delete BGP multi-hop and TTL to BGP |
|||
Add, change, or delete MD5 authentication BGP |
|||
Add or delete BGP blackholing |
|||
Add, change, or delete DNS RDNS PTR records |
DNS Change |
||
Add, change, or delete connected route |
Connected Route |
||
Add, change, or delete static route |
Static Route |
||
Add new IP address block |
New IP Address Allocation |
||
Change export policy |
n/a |
||
Change ASN or loopback peering IP |
|||
Create a VLAN |
|||
Update the prefix list with new prefix pages |
|||
Create a LAG by bundling circuits on same router |
Table 2: Change requests for managed services
Managed service change requests |
Phone |
Portal |
Portal option |
Add a route/PVC |
Yes |
Yes |
Add |
Add IP-helper address on a LAN interface |
|||
Add a device / link |
|||
Add a subnet on a LAN interface |
|||
Change a route/PVC |
Change |
||
Change a subnet on a LAN interface |
|||
Change an existing SNMP read string |
|||
Change BGP routing policies |
|||
Change IP-helper address on a LAN interface |
|||
Change ISDN SPID number |
|||
Change MD5 password |
|||
Change QOS Match Criteria |
|||
Change QOS specification |
|||
Change routing protocol distribution |
|||
Change speed / duplex of an interface |
|||
Remove a route/PVC |
Remove / Delete |
||
Remove a subnet on a LAN interface |
|||
Remove an IP-helper address on a LAN interface |
For changes to wavelengths, Ethernet, cross connects, collaboration, private line and Ethernet services, a modification order must be raised given there is a billing-impacting change. Contact your account manager.
Colocation requests are used to gain temporary, permanent or emergency access to Colt sites and data centres. There are two sub-types of badge-requests:
Please use the below methods to create a colocation request:
Note: All sites are accessible 24/7 and staffed Colt facilities are available between 08:00–17:00 local time without charge.
A field tech request is used to send a Colt field technician to work or escort at a colocation site. This is a billable request and you will be charged at the standard rate. There are three sub-types of field tech requests:
Please use the below methods below to create a field tech request:
Note: All sites are accessible 24/7 and manned Colt facilities are available between 08:00–17:00pm local time without charge.
To receive notifications for Colt planned maintenance, use one of the methods below:
To notify Colt about your own planned maintenance in advance, use one of the methods below:
For helpful guidance on managing your SD WAN service, including analytics and monitoring, please visit our SD WAN support page.
Important: In most cases, you will need your billing account number (BAN) or Invoice account number.
Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries, and general bill-related questions. To raise a new billing request, please have your service ID to hand and use one of the methods below:
Note: You can dispute charges for multiple services on a single request, but they must all be on the same billing account number.
To get an update or escalate an existing billing ticket, use one of the methods below:
Note: To escalate a ticket, contact us using the phone number or email above.
To request a service credit, use one of the methods below:
Note: Our Billing team will assess whether a credit can be sanctioned or not.
To change a service from one billing account to another, contact emeabilling@colt.net providing the service ID and the associated BAN you would like to service to be billed under.
To request a company name or invoice address change, contact emeabilling@colt.net providing your company name or address, company registration number and VAT number for both your existing entity and the new entity.
To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:
Note: If you request this ‘pro forma’ invoice, it should not be processed for payment. Please only make payment once you receive your official invoice document.
To request a statement of account, please use one of the methods below:
Please send payment remittances to remittances@colt.net along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).
To raise a payment query, please call +44 800 496 5000, option 2, then 1 (08:00–17:00 GMT)
Note: Provide your billing account number and invoice number (if applicable).
There are two different types of renewals with Colt:
To discuss your renewal options, please contact your account manager or customer success manager.
Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.
If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid price increases.
Disconnects can only be raised for out-of-term services and take up to 30 business days from the submission date to be completed. If you decide to disconnect or terminate a service during the contractual term, an early termination charge will be applied. To raise a disconnect request:
Note: If any of the services you wish to disconnect are associated to other existing Colt services, please contact your account manager first to avoid incidents or outages.
To check the status of your disconnect, sign in to Control Center. Click Services. Click View (in the Order Status box). To view details for an order, click the order number.
+44 800 496 5000, option 1, then 2 (24 hours)
+44 800 496 5000, option 1, then 2, then 1 (24 hours)
+44 800 496 5000, option 4
Please raise any complaints to your account manager, or alternatively at Complaints - Colt Technology Services.
The new URL for SavvisStation will be https://managedservices.colt.net and the new URL for Managed Support portal will be https://managedsupport.colt.net. These portals should be used to manage all hosting, IT, and cloud services. Select your service first by using the Service menu on the top-left of the portal.
To gain access to Managed Services portal, contact your master user or email request@mail.colt.net with your customer number, full name, and contact details.
For help and guidance with Managed Services portal, use our knowledge base.
If you experience a portal outage or issue, use one of contact methods below:
Below are key contacts for your Colt account depending on your request:
Colt also offers highly recommended Professional Services (outlined below) which can be purchased at any time during your contract. If you are interested, please reach out to your account manager or customer success manager.
The key references for orders are your order number or service ID.
Colt has two distinct types of orders:
Outlined below are the key order journey stages related to your service delivery.
The key references for repair and maintenance are your site ID or ticket ID.
Support tickets should be raised to report faults, incidents or outages. To raise a new repair ticket, please have your service ID to hand and use one of the methods below:
To get an update on an existing support ticket, use one of the methods below:
To escalate an open support ticket, call the operations centre and quote your ticket reference number.
To receive notifications for Colt planned maintenance, use one of the methods below:
To notify Colt about your own planned maintenance in advance, use one of the methods below:
Important: In most cases, you will need your billing account number (BAN) or invoice account number.
Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries, and general bill-related questions. To raise a new billing request, have your service ID to hand and use one of the methods below:
Note: You can dispute charges for multiple services on a single request but they must all roll up to the same BAN.
To get an update or escalate an existing billing ticket, use one of the methods below:
Note: If you wish to escalate an existing ticket, contact use using the phone number or email above.
To request a service credit, use one of the methods below:
Note: Our billing team will assess whether a credit can be sanctioned or not.
To change a service from one billing account to another, contact emeabilling@colt.net providing the service ID and the associated billing account number you would like to service to be billed under.
To request a company name or invoice address change, contact emeabilling@colt.net providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.
To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:
Note: If you request this ‘pro forma’ invoice, it should not be processed for payment. Please only make payment once you receive your official invoice document.
To request a statement of account, please use one of the methods below:
Please send payment remittances to remittances@colt.net along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).
To raise a payment query, call +44 800 496 5000 or +800 5336 3273, option 2, then 1 (08:00–17:00 GMT)
Note: Provide your billing account number and invoice number (if applicable).
There are two different types of renewals with Colt:
To discuss your renewal options, please contact your account manager.
Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.
If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid a price increases.
+44 800 496 5000, option 1, then 1, then 1 (24 hours)
Please raise any complaints to your account manager, or alternatively at Complaints - Colt Technology Services.
To gain access to Control Center or Voice Feature Management, contact your account manager or email control.center@colt.net with your customer number, full name, and contact details.
If you are a new customer, contact your Colt representative.
Portal support tickets should be raised if you have Control Center or Voice Feature Management portal issues, outages, or require additional access to your profile. To raise a portal support ticket, use one of the methods below:
Below are standard contacts for every Colt account depending on your request:
Colt also offers highly recommended professional services (outlined below) which can be purchased at any time during your contract. If you are interested, please reach out to your account manager or customer success manager.
The key references for orders are your order number or service ID.
Colt has two distinct types of orders:
Learn more about our order intervals
To help you prepare for your new installation or modification order, visit our Readiness site. Outlined below are the key order journey stages related to your service delivery:
The key references for repair and maintenance are your service ID, circuit ID, or ticket ID.
Colt has two distinct types of tickets:
Note: The tickets above are managed by the Colt Operations team in EMEA.
Ticket resolution times will vary depending on complexity of the issue and may be dependent on third party supplier actions.
Repair tickets should be raised to report faults, incidents or outages. To raise a new repair ticket, please have your service ID to hand and use one of the methods below:
To get an update on an existing ticket, use one of the methods below:
To escalate an open ticket, use one of the methods below:
Note: Escalations can be raised once per hour, a maximum of five times.
Upon ticket closure, we will provide a short summary of the RFO. To request a formal RFO, please have your closed ticket ID to hand and use one of the methods below:
Note: RFOs can only be requested for closed ticket and can take up to five business days to provide.
Change requests are non-billing impacting adds, changes or removes / deletes to existing services. To raise a change request, use one of the following methods:
For changes which impact your bill, please contact your account manager.
To receive notifications for Colt planned maintenance, use one of the methods below:
To notify Colt about your own planned maintenance in advance, use one of the methods below:
Important: In most cases, you will need your billing account number (BAN) or Invoice account number.
Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries and general bill related questions. To raise a new billing request, please have your service ID to hand and use one of the methods below:
Note: You can dispute charges for multiple services on a single request but they must all roll up to the same BAN.
To get an update or escalate an existing billing ticket, use one of the methods below:
Note: If you wish to escalate an existing ticket, contact use using the phone number or email above.
To request a service credit, use one of the methods below:
Note: Our billing team will assess whether a credit can be sanctioned or not.
To change a service from one billing account to another, contact emeabilling@colt.net providing the service ID and the associated billing account number you want the service to be billed under.
To request a company name or invoice address change, contact emeabilling@colt.net providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.
To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:
Note: If you request this ‘pro forma’ invoice, it should not be processed for payment. Please only make payment once you receive your official invoice document.
To request a statement of account, please use one of the methods below:
Please send payment remittances to remittances@colt.net along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).
To raise a payment query, please call +44 800 496 5000, option 2, then 1 (08:00–17:00 GMT)
Note: Provide your billing account number and invoice number (if applicable).
There are two different types of renewals with Colt:
To discuss your renewal options, please contact your account manager or customer success manager.
Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.
If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid price increases.
Disconnects can only be raised for out of term services and take up to 30 business days from the submission date to be completed. If you decide to disconnect or terminate a service during the contractual term, an early termination charge will be applied. To raise a disconnect:
Note: If any of the services you wish to disconnect are associated to other existing Colt services, please contact your account manager first to avoid incidents or outages.
To check the status of your disconnect, sign in to Control Center. Click Services. Click View (in the Order Status box). Click the order ID for your disconnect request.
+44 800 496 5000, option 1, then 3 (24 hours)
+44 800 496 5000, option 1, then 3, then 1 (24 hours)
+44 800 496 5000, option 1, then 3, then 2 (24 hours)
+44 800 496 5000, option 1, then 3, then 3 (24 hours)
Please raise any complaints to your account manager, or alternatively at Complaints - Colt Technology Services.
Use the Security Solutions portal (accessed from Control Center) to manage Firewalls, Adaptive Network Security (ANS), Managed Security Services, Adaptive Threat Intelligence (ATI) security services.
The SavvisStation MSS portal is used to manage your Security Log Monitoring (SLM) service.
Portal support tickets should be raised if you have Control Center or Voice Feature Management portal issues, outages, or require additional access to your profile. To raise a portal support ticket, use one of the methods below:
For issues with Security Logging Monitoring, please call +44 800 496 5000, option 1, then 3, then 3 (24 hours)
Below are standard contacts for every Colt account depending on your request:
Colt also offers highly recommended Professional Services (outlined below) which can be purchased at any time during your contract. If you are interested, please reach out to your account manager or customer success manager.
The key references for orders are your order number or service ID.
Colt has two distinct types of orders:
Learn more about our order intervals
To help you prepare for your new installation or modification order, visit our Readiness site. (If you have ordered SD-WAN services, please read our specific SD-WAN readiness page.)
Outlined below are the key order-journey stages related to your service delivery:
The key references for repair and maintenance of security services are your service ID or ticket ID.
Colt has two types of tickets:
Note: The tickets above are managed by the Colt Global Security Operations Centre (SOC).
Ticket resolution times will vary depending on complexity of the issue and may be dependent on third-party supplier actions.
Security repair tickets should be raised to report faults, incidents, or outages on security services. To raise a new security repair ticket, please have your service ID to hand and use one of the methods below:
For Security Log Monitoring, sign in to the SavvisStation MSS portal. Click Support > Create.
Note: Escalations can be raised once per hour, a maximum of five times.
Upon security repair ticket closure, we will provide a short summary of the RFO. To request a formal RFO, please have your closed ticket ID to hand and use the method below:
Note: RFOs can only be requested for closed ticket and can take up to five business days to provide.
Change requests are non-billing impacting adds, changes or removes / deletes to existing services. To create a security change request, use one of the methods below:
For changes which impact your bill, please contact your account manager.
To receive notifications for Colt planned maintenance, use one of the methods below:
To notify Colt about your own planned maintenance in advance, use one of the methods below:
For helpful guidance on managing your security services, please visit the below links depending on your service. Note, guides are not available for all security services.
Important: In most cases, you will need your billing account number (BAN) or Invoice account number.
Billing requests should be raised for any billing or invoice inquiries, disputes, name or address changes, payment or collections inquiries and general bill related questions. To raise a new billing request, please have your service ID to hand and use one of the methods below:
Note: To dispute charges for multiple services on a single request, they must all be on the same billing account number.
To get an update or escalate an existing billing ticket, use one of the methods below:
Note: To escalate an existing ticket, contact us using the phone number or email above.
To request a service credit, use one of the methods below:
Note: Our billing team will assess whether a credit can be sanctioned or not.
To change a service from one billing account to another, contact emeabilling@colt.net providing the service ID and the associated BAN you would like to service to be billed under.
To request a company name or invoice address change, contact emeabilling@colt.net providing your company name or address, company registration number, and VAT number for both your existing entity and the new entity.
To check or identify potential errors in your bill before an official invoice is sent, we recommend you to request a pre-bill check. To raise a pre-bill check, use one of the methods below:
Note: If you request this ‘pro forma’ invoice, it should not be processed for payment. Please only make payment once you receive your official invoice document.
To request a statement of account, please use one of the methods below:
Please send payment remittances to remittances@colt.net along with the name of your business, customer number, payment date, currency, amount, our account reference and the invoice number (including any credit notes if applicable).
To raise a payment query, please use one of the methods below:
Note: Provide your billing account number and invoice number (if applicable).
There are two different types of renewals with Colt:
To discuss your renewal options, please contact your account manager.
Note: We encourage you to contact us as early as possible to discuss your renewal so we can provide you with the most competitive offer prior to your service(s) term end date.
If your service has passed its contract term end date then it is referred to as an ‘out-of-term’ service. This means the service is no longer bound to a contract and should be renewed to avoid price increases.
Disconnects can only be raised for out of term services and take up to 30 business days from the submission date to be completed. If you decide to disconnect or terminate a service during the contractual term, an early termination charge will be applied. To raise a disconnect:
Note: If any of the services you wish to disconnect are associated to other existing Colt services, please contact your account manager first to avoid incidents or outages.
To check the status of your disconnect, sign in to Control Center. Click Services. Click View (in the Order Status box). To view details for an order, click the order number.
Not sure which category to select? Use the table below to locate the tab with information for your services:
Service(s) |
Type of service |
Solution |
High Speed Internet (HSIP) |
Plug & Play services (No activation, self-activated) |
Network |
Wavelength |
||
Unmanaged DIA |
||
Cross Connect |
||
Private Line |
||
Ethernet (E-Services) |
||
Colocation |
||
Dark Fibre |
||
MPLS / VPN |
Activated services (Scheduled activation) |
|
Managed DIA |
||
SD-WAN |
||
Managed Security and Firewalls |
Managed Security |
Security |
Adaptive Network Security |
||
DDoS Mitigation |
Threat Management |
|
Adaptive Threat Intelligence |
||
Security Log Monitoring |
||
Voice (all services) |
Voice & collaboration |
|
Collaboration (all services) |
||
Managed Hosting |
Managed hosting & cloud |
|
Cloud |