Swapping MTA
DO NOT ADD CUSTOMER OWNED eMTA TO INVENTORY IN OPUS
If a customer calls in to add an eMTA to their account
to use with their Sparklight phone service that was not purchased through the webstore, then we need to politely
decline to add the equipment. Let them know Sparklight Phone Service is
only supported on Arris and Hitron cable modems (eMTA) leased from your local
Sparklight office.
If you receive a call from a customer who purchased an
eMTA from the authorized web store when they still sold mtas, then please
attempt to swap the modem onto the account through a 'Change of Service' in
Singleview.
If you get an error saying, "Equipment not in
inventory", then
1.
DO NOT ADD THE eMTA TO INVENTORY IN
OPUS
2.
Start
a Generic Lead MyTS Escalation with the following information:
Modem Make:
Modem Model:
Web store Order number:
Modem serial number:
CMAC:
MTA Mac:
·
If the
customer doesn't have this data, ask them to call us back with this
information.
·
Then
call Lead Specialist to escalate this to Product Software Support to get the
equipment added to inventory.
·
Customer
owned eMTA not purchased through the Authorized web store:
o
If a
customer wants to add an eMTA that was NOT purchased from the authorized
website it can still be used for HSD service only, not for phone.
o
You can
do an 'Add equipment to Singleview' in OPUS to add this modem as an HSD modem
and swap the modem onto the account after security verification.
For all Sparklight leased eMTA swaps please follow the
below steps:
1.
With the customer accessed from the Main Menu,
·
Select Change of Service.
·
The type of update will be General Maintenance.
·
Go to Step 3 for Service.
·
Click on eMTA to be removed and from the Drop Down
choose Reason Code Deauthorized-Exchanged and click remove.
2.
Click Add and enter the NEW eMTA CMAC and click
Search. This will populate the eMTA’s information.
Follow the below steps for both the HSD and Phone
service lines if customer has HSD tied to the eMTA:
3.
Click on the HSD service line (below the line item HSD
Service) and delete the old CMAC.
4.
Enter the new CMAC from the NEW eMTA. The linked offer
should remain the same. Tie new eMTA to Phone service
5.
Click on the phone line by clicking on the Phone
Number. Remove the old MTA MAC.
6.
Under MTA MAC enter the NEW MTA MAC. Repeat this
process for all phone lines on the account.
7. Click
on Step 5 - Submit and click SUBMIT order
Updated
Sep-20
by: Training@cableone.biz
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submit feedback about this resource please submit a Training Ticket
