Next Steps

Step 4. Provisioning: Other Services (Estimated time: Variable and often dependent on other services ordered)

The service you have ordered likely falls into one of the categories listed below and the installation timeframe of the service is often co-dependent with other services you have ordered.

Behind the scenes, your Service Coordinator is managing all the requirements for your service to ensure timely installation within a short interval. This typically includes:

IPv6 and MultiBGP: IPv6 and MultiBGP services that are tied to an order for Internet Access. You can expect your Option service to be installed at the same time your Internet Access order is installed, unless you have indicated otherwise. If you ordered an Option for an existing Internet Access port already in service, your Option should be installed within 17 business days or at your Requested Due Date, whichever is later.
Virtual Circuits: For Ethernet Point-to-Point service, the installation of your Virtual Circuits is dependent on the installation of your port orders. You can expect your Virtual Circuits to be provisioned at the same time your ports are provisioned, unless you have indicated otherwise.
Cross Connects and Cabling: Cross Connects and other Cabling are tied to an order for Internet Access or Ethernet Point-to-Point service. You can expect your Cross Connect or Cabling to be installed at the same time your port order is installed, unless you have indicated otherwise. If you ordered a Cross Connect or Cabling for an existing port already in service, it should be installed within 17 business days or at your Requested Due Date, whichever is later.
Equipment: An order for equipment is generally placed at the same time as an order for Internet Access. Your Service Coordinator will ensure your Internet Access port and equipment are delivered to you at the same time.
Domain Names: An order for additional Domain Names should be processed quickly and at the same time as the related order for Internet Access, if the two orders were placed simultaneously.

If you have ordered a service that is not listed above, please contact your Service Coordinator for more information on your service installation process and timeframe. Once your service is successfully tested, your Service Coordinator will notify you and email you a Customer Acceptance Letter. Your Customer Acceptance Letter includes contact information for Customer Support. Billing of the service commences on the day the Customer Acceptance Letter is sent.

Step 4. Provisioning: Colocation Services (Estimated time: 17 business days)

Your Data Center Operations Team is responsible for the provisioning of colocation services in Cogent-owned Data Centers. The services include rack, power, bandwidth, and cross connects.

Behind the scenes, your Data Center Operations Team is managing all the requirements for your service to ensure timely installation within a short interval. This typically includes:

Completing a site survey at the location of your rack(s). During this site survey, we determine all the steps necessary to complete your installation. Because data center environments can vary greatly, the steps toward installation are unique to your order. Your data center engineer will contact you to determine the detailed requirements of your order including network circuit and power circuit information.
Assigning you to an available rack or potentially ordering a new one if needed.
Assessing whether your power requirements are readily available or whether new power resources will need to be installed at your rack location.

Once your service is successfully tested for continuity and connectivity, your Service Coordinator will notify you and email you the Customer Acceptance Letter. Your Customer Acceptance Letter includes contact information for Customer Support. Billing of the service commences on the day the Customer Acceptance Letter is sent.

Step 4. Provisioning: On-Net Bandwidth (Estimated time: 17 business days)

Your Service Coordinator will call you to review your service criteria and will send you a Welcome email. Please respond and verify your service address and onsite contact information. Your Welcome email contains links to the COGENT Customer User Guide and other important forms.

Behind the scenes, your Service Coordinator is managing all the requirements for your service to ensure timely installation within a short interval. This typically includes:

Reviewing your order with your COGENT Network Planning Engineer. COGENT strategically over-provisions its network to promote a rapid installation process. While uncommon, a very large or complex order could require augmenting the network with new equipment or transport capacity.
Creating a Work Order for your COGENT Field Engineer who will schedule a site survey. During this evaluation of the physical installation location, we determine how COGENT fiber will be brought to your office suite. COGENT fiber often exists in the building riser system, so cabling is pulled from the riser to your office suite. Your Field Engineer will ultimately activate and test your port.
Requesting IP address space and BGP, SMTP, and DNS services through your COGENT IP Engineer. When allocating IP resources, your IP Engineer must adhere to accepted Internet standards established by the governing Regional Internet Registry. Your IP Engineer documents your IP resources and configures your port on the COGENT network. Your IP Engineer also assigns VLAN numbers for Point-to-Point services.

Once your service is successfully tested for continuity and connectivity, your Service Coordinator will notify you and email you a Customer Acceptance Letter. Your Customer Acceptance Letter includes contact information for Customer Support. Billing of the service commences on the day the Customer Acceptance Letter is sent.

Step 4. Provisioning: Off-Net Bandwidth (Estimated time: Variable and dependent on service type)

Behind the scenes, your Service Coordinator is managing the partnership between COGENT and the 3rd party access provider who will be providing connectivity at your service location. This includes a host of activities, including the following 3 milestones:

Metro Network Facilities Check: Cogent has your bandwidth allocated and available on our network today. However, your specific address is “Off-Net” for Cogent, and we will employ a 3rd party access provider to connect your location to our network to obtain that bandwidth. The access provider will issue internal orders to determine if metro network facilities are already available to provide the service end-to-end. If such facilities are available, the order will proceed to the provider’s provisioning process. If there are portions of the route across the provider’s metro network that require additional facilities, the provider will issue the appropriate work orders, permits, etc., to construct them and advise a forecasted timeline for the completion.
Customer Premises Site Survey: The 3rd party access provider will dispatch a certified Engineer to perform a site visit with your local contact. This site visit will determine the necessary infrastructure within your property to support the service that will be installed. The engineer will review both the infrastructure that is already in place and can be utilized, as well as items that may not be in place and need to be provided. Once the access provider determines these needs and communicates them to your local contact, it is your responsibility to meet these requirements, either via a hired contractor or working with the building property manager. Providing these requirements in a timely manner is one of the best ways to ensure a delivery with minimal delays. These requirements vary by location, but typically involve:
1. Installation space, such as a regulation plywood backboard on which to mount equipment (or telecommunications relay rack space).
2. Power for the provider’s equipment in the proximity of where it will be installed.
3. Pathway for fiber from the property line to the provider’s demarcation or minimum point of entry (MPOE), and possibly internal conduit or riser path from the MPOE to your suite.
3rd Party FOC Date: This is the “Firm Order Commitment” date which the access provider expects to have the network installed at your location. The access provider may be performing physical work at your location on this day, or in the days leading up to this date. Cogent’s activation date will typically be 3 to 5 business days after the 3rd Party FOC date, once the provider and Cogent have established continuity between the newly-installed circuit and the Cogent network.

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Step 1. Order Validation (Estimated time: 1 - 2 business days)

Once we receive your CSA (Customer Subscriber Agreement), we review it for accuracy and completeness. This includes a review of the Order Form, Terms & Conditions, Product Rider, Country Rider, Addendums, and technical questionnaires. Your particular contractual documents will vary depending on the type of service you ordered and the location you want the service installed.

In most cases, the process includes a telephone conversation with your validation contact. During this brief conversation, we will review and confirm the details on your Order Form. We call every contact we have to try and reach you. If we didn't get you on our first try, please call us back!

Every order for COGENT service is subject to Order Validation. It promotes order accuracy and timely service installation. We want to get it right the first time--what you ordered, where you want it, when you'll receive it, and who to contact if there are problems.

Step 2. Credit Review (Estimated time: 1 - 5 business days)

NEW CUSTOMERS: Extending credit to companies is an essential part of business. New COGENT customers often complete a Credit Check form or submit credit references. Credit Review for companies with a D&B D-U-N-S ® Number can occur quickly. Alternatively, we'll check bank references listed on the Credit Check Form. Sometimes, Credit Review is delayed because a reference takes a long time to respond.

EXISTING CUSTOMERS: Your existing account(s) must be current, i.e., your current balance is no greater than your last invoice amount. If you have any questions, please contact us and have your Order ID ready.

PREPAYMENT OPTION: New COGENT customers can elect to bypass Credit Review by making a prepayment in the amount equal to one month's Monthly Recurring Charge, plus the full Installation Charge if applicable.

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Step 3. Coordinator Assignment (Estimated time: 1 business day)

Your Service Coordinator is your single point of contact during the installation process. He or she facilitates the installation process and is available to answer any of your questions. Your Service Coordinator always has the most accurate and up-to-date information.

Step 4. Provisioning (Estimated time: variable and dependent on service type)

Your Provisioning timeframe and process is dependent on the type of service you ordered. Please click on the service type below for additional information:

On-Net Bandwidth Provisioning

Off-Net Bandwidth Provisioning

Colocation Services Provisioning

Other Services Provisioning

Step 5. Installation

Hooray! Once your service is successfully tested for continuity and connectivity, your Service Coordinator will notify you and email you a Customer Acceptance Letter. Your Customer Acceptance Letter includes contact information for Customer Support. Billing of the service commences on the day the Customer Acceptance Letter is sent.