Support
my.ciena.com
Get the most out of your network with this portal designed to manage all your support and services related needs.
Support Contacts
Support Phone (1-800-Ciena24) Information
Menu Options (effective July 2024)
| Option | Description | Notes/Restrictions |
|---|---|---|
| 1 | For Technical Support | Non-emergency support cases may only be opened on our portal at https://my.Ciena.com/. |
| 2 | For Hardware Replacement (RMA) and Engineer Dispatch Services | Over 95% of all RMA requests come in via our portal at https://my.Ciena.com/. This is the fastest path to requesting replacement services. |
| 3 | For Network Operations Center (NOC) Support | Customers must have a valid NOC Contract # to proceed with this option. |
| 4 | For call routing using a Quick Routing Code (QRC) | Customers must have a valid QRC to proceed with this option. |
| * | To repeat this menu | |
Please note:
| ||
North America
| Country | Carrier | Prefix code to dial | Toll Free number to call |
|---|---|---|---|
| Canada | All | +1 | 800-243-6224 |
| United States | All | +1 | 800-243-6224 |
| United States (CGSI Government Customers Only) | All | +1 | 855-916-0006 |
CALA
| Country | Carrier | Prefix code to dial | Toll Free number to dial |
|---|---|---|---|
| Argentina | All | 0 | 8002224362 |
| Brazil | N/A | 0 800 761 2624 | |
| Chile | N/A | 1230 020 0845 | |
| Columbia | 01 | 8009111054 | |
| Mexico | N/A | 8000621328 | |
| Panama | C&W | 507 | 8000279 |
| Peru | N/A | 0800 77 454 | |
| Uruguay | 000 | 41 3598 5557 |
EMEA
| Country | Carrier | Prefix code to dial | Toll Free number to dial |
|---|---|---|---|
| Austria | Austria PTV | 00 | 800-2436-2247 |
| Bahrain | N/A | 80006210 | |
| Belgium | 00 | 0800 80164 | |
| Czech Republic | Cesky Telecom | 00 | 800-2436-2247 |
| France | France Telecom | 00 | 800-2436-2247 |
| Germany | Deutsche Telkom | 00 | 800-2436-2247 |
| Ireland | Eircom | 00 | 800-2436-2247 |
| Italy | Telecom Italia | 00 | 800-2436-2247 |
| Netherlands | KPN Telecom | 00 | 800-2436-2247 |
| Poland | Polish Telecom | 00 | 800-2436-2247 |
| Spain | Telefonica | 00 | 800-2436-2247 |
| Sweden | Telia Sonera | 00 | 800-2436-2247 |
| Switzerland | Swiss Telecom | 00 | 800-2436-2247 |
| Slovenia | Slovenia Telecom | 0 | 80080257 |
| UAE | N/A | 8000 3570 3978 | |
| United Kingdom | BT | 00 | 800-2436-2247 |
| Cable & Wireless | 00 | 800-2436-2247 |
Asia Pacific
| Country | Carrier | Prefix code to dial | Toll Free number to dial |
|---|---|---|---|
| Australia | N/A | 1800 849187 | |
| China | China Telecom (South) | 00 | 800-2436-2247 |
| China Telecom (North) | 00 | 800-2436-2247 | |
| Hong Kong | PCCW | 001 | 800-2436-2247 |
| India | 000 | 8004401369 | |
| Indonesia | 001 | 8038529202 | |
| Japan | N/A | 080-0111-0009 | |
| New Zealand | N/A | 0508 123 462 | |
| Philippines | N/A | 1800 13220094 | |
| Singapore | N/A | 800 3211185 | |
| South Korea | Korea Telecom | 001 | 800-2436-2247 |
| DACOM | 002 | 800-2436-2247 | |
| Taiwan | Chunghwa Telecom | 00 | 800-2436-2247 |
| Thailand | CAT | 001 | 800-2436-2247 |
| Vietnam | Viettel | N/A | 122 80925 |
| Mobifone | N/A | 121 020029 | |
| Vinafone/VNPT | N/A | 120 11104 |
eServices
Technical Support bulletins (also known as Field Service Bulletins – FSBs) and Product Change Notification (PCN) bulletins dealing with traditional Ciena and former MEN products are a valuable source of technical/operational information. They are made available on an opt-in, registration basis. You can elect to receive them via email or retrieve them from the Customer Service Center. Please use the below links to confirm or update your registration status.
However, if you currently receive FSBs and or PCNs from Ciena, no action is necessary.
Changes take effect Jan 31, 2011.
my.ciena.com
Your customer support and service center
Don’t miss out on all the my.ciena.com membership benefits available to Ciena customers with active service agreements. When you register for our secure extranet service, you’ll gain 24/7 access to the support, information and tools you need to deploy and operate your Ciena products. We’re continually adding new capabilities and information to make your interactions with Ciena as easy and efficient as possible.
As a my.ciena.com member, you’ll have access to:
- Technical documentation for historical and recent product releases
- Product-based Technical Support FAQs
- Product Change Notice (PCN) and Field Service Bulletin (FSB) information
- Active (and historical) support and RMA tickets, including the ability to initiate support and RMA tickets online
- An FTP site for service support file transfers
- Remote support information
- Training information, including current class schedules, course outlines and training locations
- Order status information for new equipment and new service orders (items ordered, target shipping, waybill tracking)
Registering for an account with my.ciena.com is simple: just fill out the registration form using your company-based email address. When your registration is approved, you will receive your account information via email.
If you’re already a registered member and have forgotten your password, use the “forgot password” utility.