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Migration to Equinix Platform

Customer Support FAQs

*An Equinix International Business Exchange™ (IBX®) is how Equinix refers to its data centers. IBXs provide access to vital ecosystems where major networks, enterprises and business partners interconnect to each other and to more than 1,800+ available networks.

Migration Schedule

The following former Verizon sites migrated in the first-migration-phase on August 14, 2017:

Site Location Verizon Site Code Equinix IBX Code
Doral (Miami), Florida MIA2 MI6
Englewood, Colorado DEN1 DE2
Houston, Texas IAH1 HO1
San Jose, California SJC2 SV13
Santa Clara, California SJC3 SV14, SV15, SV16, SV17
Torrance, California LAX1 LA7

All remaining former Verizon sites migrated in the second-migration-phase on October 9, 2017:

Site Location Verizon Site Code Equinix IBX Code
Billerica, Massachusetts BOS1 BO2
Bogotá, Colombia BOG1 BG1
Ashburn, Virginia IAD1 DC13
Atlanta, Georgia ATL1 AT4
Carteret, New Jersey EWR1 NY11
Culpeper, Virginia IAD3 CU1, CU2, CU3, CU4
Elmsford, New York LGA1 NY13
Herndon, Virginia IAD2 DC97
Irving, Texas DFW1 DA9
Kent, Washington SEA1 SE4
Manassas, Virginia IAD4 DC14
Miami (NAP), Florida MIA1 MI1
Norcross, Georgia ATL2 AT5
Piscataway, New Jersey EWR2 NY12
Richardson (Alma), Texas DFW2 DA10
São Paulo, Brazil GRU1 SP4
Westmont, Illinois ORD1 CH7

Customer Care and Support

Contact Equinix’s Global Service Desk (GSD) 24/7/365 via phone or email.

Phone

  U.S.: +1.866.EQUINIX (+1.866.378.4649)
  Brazil: +55.0800.878.1202
  Colombia: +57.01.800.518.4298

  Equinix Customer Support

Expand All

If my business situation has changed and I no longer require some of my existing services, how do I go about terminating my services?  

Will my Equinix Account Executive, Sales Engineer and Customer Success Manager (formerly Service Manager) team change as a result of this migration?  

What can I expect from my Customer Success Manager (CSM)?  

What is an onboarding session?  

What is the Equinix Customer Portal (ECP) and will I be provided user instructions?  

How can I get access to the Equinix Customer Portal (ECP)?  

When will I have access to the Equinix Customer Portal (ECP)?  

When will I receive my login details for the Equinix Customer Portal (ECP)?  

How do I manage my Access Control List (ACL) / User Profiles and Permissions?  

What products and services will be available on the Equinix Customer Portal?  

Who's the best Equinix resource to help me?  

Who can I contact to request new services, expand my space or discuss options to renew my contract?  

I have a question about the pricing of services. Who should I contact?  

I have feedback for Equinix. What should I do?  

If I only have Verizon references and naming conventions for my assets, how do I find my Equinix cage, cabinet and other serial numbers?  

How does the acquisition impact my in-progress project(s)?  

Global Service Desk (GSD)

What is the Global Service Desk?  

What can I expect from the Global Service Desk (GSD)?  

What are the hours of operation for the Global Service Desk?  

I need urgent support in my IBX. What can I do?  

The Global Service Desk has informed me that my e-mail address is not registered. How can I be added to the list of authorized users?  

What is the purpose of the 4-digit PIN on ECP?  

I have sent an email but my request is urgent. What can I do?  

How do I open a ticket for a service-impacting issue?  

What types of notifications should I expect from Equinix?