Customer FAQ

Overview

On 31 October 2025, Equinix completed the acquisition of BT’s two data centres in Dublin:

• Citywest block A and B (now part of DB1)
• Ballycoolin (now DB9)

These sites are now part of Equinix as Equinix (DB1) Limited. In the future, this entity will merge into Equinix (Ireland) Limited.

What this means for you:

• Integration of the two sites into Equinix systems goes live on 11 May 2026.
• Until the legal merger (date to be announced), the two entities will operate separately.

Key updates

• The integration of BT data centres to Equinix will be completed on 11 May.
• Your existing contract remains valid until renewal.
• DB9 operates at full capacity. DB1 has limited available capacity.
• Digital Services and Managed Solutions are not currently available to customers contracted under Equinix (DB1) Limited. Should you require these services, please contact your account manager, who can provide guidance.
• Additional information about the integration is available through the Customer Resource Centre.

Frequently asked questions (FAQ)

Access to ECP and to data centres

When will the integration be complete?

The integration of BT data centres into Equinix systems will take place on Monday, 11 May 2026. From this date, customers with colocation space in DB1 (Citywest) and DB9 (Ballycoolin) data centres will begin using the Equinix Customer Portal (ECP) and Equinix processes for support and site access.

What is the Equinix Customer Portal (ECP)?

ECP is a self-service platform that enables you to:

• Submit and manage Support Cases
• Place orders and track life cycle
• Request site access
• Manage account and user settings
• Access knowledge base and asset inventory
• Monitor order and case status, and receive notifications
• 24/7 Global Customer Support is available through ECP.

Is there a mobile app?

Yes. The ECP mobile app supports onsite activities:

• Show QR codes for entry
• View permissions
• Track cases and alerts

Download from:

Apple App Store

Google Play

What are my contact details used for during the integration?

Your contact details help ensure continuity of service and clear communication during the integration. We use them to:

• Share important updates about the integration, including timing and next steps.
• Ensure the right people receive operational, billing, and service-related communications.
• Identify ECP administrators and users to maintain appropriate access and roles.
• Confirm ownership for actions that may require your review or approval.
• Enable ECP access, including management of your organisation’s user list and access roles.

What changes on 11 May 2026?

From 11 May 2026, ECP becomes your primary platform for:

• Submitting and managing Support Cases
• Requesting permanent or temporary data center access
• Viewing account details and your account team
• Managing user roles and permissions

What do I need to do now?

To be ready for go-live:

• Familiarise yourself with ECP and the mobile app
• Watch videos on key activities
• Review how to open Support Cases

Company Administrators:

• Learn about access request types (attend webinars)
• Prepare to schedule onsite visits

Important:

Once the integration is complete, Company Administrators will receive two emails from “noreply@equinix.com” with login details and an activation link (valid for 72 hours).

We recommend logging in immediately to invite users and assign permissions.

If you do not have access, please contact your organisation’s designated ECP Company Administrator.

How can I get support before and after 11 May 2026?

Before 11 May 2026: Contact your account manager or email the integration team.

After 11 May 2026: Submit all support requests via ECP.

Are there any training resources?

Yes. We host two live webinars:

Attend both sessions to gain a complete view of ECP features:

• Session 1 (Zoom passcode: 910415) on Wednesday 6 May 2026 from 1:00-2:00 p.m. BST. Learn about ECP management and permissions, data centre access and support procedures.
• Session 2 (Zoom passcode: 026495) on Tuesday 12 May 2026 from 1:00-2:00 p.m. BST. Learn about ECP ordering of cross connects and Smart Hands®.No registration is required. If you cannot attend, recordings will be available in the Customer Resource Centre.

Where can I find more information?

The Customer Resource Centre offers:

• FAQs and operations and IBX access updates
• Billing and support resources
• Policy and product information

Plus, all webinar recordings and guides.

Services and operations

What does this acquisition mean for my services?

Your services continue without interruption. Equinix now supports your services and you do not need to take any immediate action. We will communicate any service-affected changes directly and will publish updates in the Customer Resource Centre.

The integration of former BT data centres with Equinix systems will be completed on Monday, 11 May 2026. We will continue to keep you informed as the integration progresses.

How will data center access work at DB1 and DB9?

From 11 May 2026, Equinix’s standard access processes apply via ECP:

Permanent access:

• Granted by Company Administrator
• Requires security profile setup
• Includes QR code and biometric enrollment for proximity card issuance

Temporary access:

• For visitors or contractors
• Requested in ECP
• Valid for approved dates only
• Requires QR code, ID, and biometric scan on arrival

First visit: Present QR code + government ID, complete biometric, collect access card.

Subsequent visits: Scan QR code and use proximity card.

Reminders:

• All access requests must be approved in ECP
• Applies across all Equinix data centres
• Customers must follow the Global IBX Policy on equinix.com

When will my account be visible in the ECP?

Your DB1 and DB9 services will appear in ECP starting 11 May 2026.

Has anything changed at DB1 and DB9?

Both sites are being aligned to Equinix’s global standards. Any changes that affect your service will be communicated. All updates are also available in the Customer Resource Centre.

What services are available today?

Equinix continues to support the following:

• Colocation (cabinet, cage, suite)
• Structured cabling
• Equinix Cross Connects

Digital Services and Managed Services will be available after Equinix (DB1) Limited and Equinix (Ireland) Limited’s legal entity merger (date to be announced).

How can I check capacity availability?

To find out about capacity, please reach out to your account manager.

Legal entities and billing

Why do I have two Equinix accounts in Ireland?

Equinix temporarily operates two legal entities:

- Equinix (DB1) Limited - DB1 (ex BT, block A&B) and DB9

- Equinix (Ireland) Limited - DB1 (4027), DB2, DB3, DB4

This does not impact your existing services; however, there are some temporary restrictions in place until the merger of Equinix (DB1) Limited and Equinix (Ireland) Limited is complete.

Will billing change after go-live?

No changes at this time. Please continue to:

- Use the same legal entity and bank details noted on your invoice

- Raise purchase orders for Equinix (DB1) Limited (LE525)

Billing integration and account consolidation will occur after the legal entity merger.

How do I pay invoices?

Continue using the bank details and entity shown on your invoice. This may differ depending on whether you are invoiced by Equinix (DB1) Limited or Equinix (Ireland) Limited. Billing information is available in the Customer Resource Centre’s Finance and Administration section.

Can I use my existing Equinix (Ireland) Limited account for DB1 services?

Until the legal entity merger is complete, orders for DB1 and B9 must remain under Equinix (DB1) Limited (LE525).

What is the date of the legal entity merger?

The schedule is being finalised. We will notify you as soon as the date is confirmed.

Products & Ordering

Can I use my existing Equinix Ireland account to order services for former BT sites?

Assets in the former BT space will not be visible in Equinix Customer Portal (ECP) under existing Equinix accounts.

Will Smart Hands® plans work across both entities?

No. Smart Hands entitlements cannot be shared across two legal entities. Separate plans are required for LE525 and LE230 accounts.

What happens to my current IP service from Enet or Magnet?

These services will end on 20 May 2026. Alternative providers are available at the sites. Equinix Internet Access is not yet available for DB1/DB9 until after the legal merger.