Customer Support
Overview
The integration of BT data centres into the 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 use the Equinix Customer Portal (ECP) and processes for support and site access.
This article explains:
- What changes on 11 May 2026.
- What you need to do now.
- How to get support now and after go-live.
- Where to find additional resources.
What changes on 11 May 2026
ECP will become the primary platform for customer support and site access, helping you:
- Submit and manage Support Cases.
- Request permanent and temporary data centre access.
- View account information, including your account team.
- Manage users and permissions.
What you need to do now
To be ready for go-live on 11 May 2026, we recommend that you familiarise yourself with ECP and complete the following actions:
- Learn about ECP and the mobile application. Videos are available for key activities you may need to perform.
- Review how to open Support Cases.
- If you are a Company Administrator who will need to request and manage data centre access requests for your team and vendors, review the different types of access and how to schedule an onsite visit.
Once the integration is complete, your Company Administrators will receive two emails from “noreply@equinix.com” with login details and an activation link. The activation links expire after 72 hours.
We strongly recommend that administrators log in as soon as possible to invite users and assign permissions so your teams can complete upcoming tasks without delay.
If you do not have access, contact your organisation’s designated ECP Company Administrator.
Resources:
Onboarding webinars
To help you get started and manage day-to-day activities, we are hosting two live webinars covering ECP and key operational topics:
Available sessions:
- Session 1 (Zoom passcode: 910415) on Wednesday, 6 May 2026 from1:00-2:00pm BST. Learn about ECP management and permissions, data centre access, support procedures.
- Session 2 (Zoom passcode: 026495) on Tuesday, 12 May 2026 from 1:00-2:00pm BST. Learn about ECP ordering of cross connects and Smart Hands®.
No registration is required. If you cannot attend a live session, a recording will be available in the Customer Resource Centre.
Getting support
Until 11 May 2026: Contact your account manager or the integration team at ie.integrationsupport@eu.equinix.com.
From 11 May 2026: Submit all support requests through ECP.
About Equinix Customer Portal (ECP)
ECP is your central platform for managing your services, placing orders, and opening support cases. It is a self-service tool designed to manage day-to-day operational needs.
ECP enables you to:
- Submit and manage Support Cases and orders for new services.
- Manage access requests and the order life cycle.
- Modify account information, manage reports and view billing history.
- Report issues and request assistance.
- Access the knowledge base and asset inventory via the install base.
- Obtain status on orders, tickets and cases.
- Receive notifications of events affecting operations.
You also have access to our 24/7 Global Customer Support team.
Additional resources:
Customer Resource Centre
The online Customer Resource Centre provides Ireland specific information, including:
- Customer support guidance
- Customer facing FAQs
- Operational and integration updates
- Product and policy changes
- Billing, support, and portal administration resources
Mobile access: ECP mobile app
Use the ECP mobile app to support onsite activities, including:
- Presenting QR codes for site entry.
- Viewing active access permissions.
- Tracking support cases and notifications.
Download the ECP mobile app:
Learn more: ECP Mobile – IBX Access Management
DB1 and DB9 data centres access
From 11 May 2026, Equinix standard data centre access security and processes will apply at DB1 and DB9. Access is managed via ECP.
Permanent access
The Company Administrator grants ongoing access to designated individuals who will subsequently create their own security profiles.
Permanent access enables:
- Regular entry using an ECP QR code.
- Entry with an issued proximity access card after biometric enrollment.
Expect short delays before the permanent badges are issued.
Learn more: Visiting an IBX – Permanent access
First onsite visit
- Present your ECP QR code and government ID (passport or driving licence) at reception.
- Complete biometric enrolment.
- Receive a proximity access card.
Subsequent visits
- Scan your ECP QR code.
- Use your proximity card.
Temporary access
Temporary access provides time limited entry for visitors or contractors.
- Company Administrators and users submit temporary access requests (work visits) in ECP.
- Requests are valid only for the approved visit dates and times.
Temporary visitors must:
- Present a work visit (WV) QR code and a Government ID.
- Complete biometric scanner verification.
- Use a temporary access card, issued per visit.
Learn more: Visiting an IBX – Work visits and visitor access
Important reminders
- All access requests must be submitted and approved in ECP.
- Access rules apply to all Equinix data centres, including DB1 and DB9.
- Customers must comply with the Global IBX Policy on Equinix.com.
| Phase | What you need to know |
|---|---|
| Before 11 May 2026 | Attend ECP webinar: 6 May Use temporary support emails:
|
| 11 May 2026 | ECP access: Company Admins receive login emails from “noreply@equinix.com” Activation link valid for 72 hours |
| After 11 May 2026 | ECP becomes the primary support channel Attend ECP webinar: 12 May Temporary emails retired |
| DB1 & DB9 access | All access via ECP Permanent access - first visit: QR code + biometric enrolment + Government ID Permanent access - future visit: QR code + proximity card Temporary access: WV QR code + temporary card |
| Additional Resources | ECP Mobile App (Apple Store, Google Play) |