Serial Numbers, MAC Addresses and Equipment Removed in Error Issues- Article no. 1923
Estimated Reading Time: 1 MinutesIntroduction
- MAC addresses and Serial Numbers are found on each piece of equipment
- They are usually found on the back or bottom of the device, on what looks like a bar code
- When an incorrect MAC address or Serial Number is entered into accounts, it can cause a variety of issues
- Issues can occur when equipment is removed from an account in error
Resolution Steps
- Submit a BOLT Case to the market when:
- A Mac Address or serial number is entered incorrectly into an account
- A piece of equipment is removed from an account, but the customer has it in their residence
- Let the customer know the issue will be corrected by the next day after 9:00am
| Trouble Call or Tech Case | Trouble Call |
| Service Category | Select appropriate service: Cable or Data |
| Problem Description | SN - Serial Number Conflict |
| Enter | Contact Phone and Name |
| Destination Queue | Local Market Support (Support) |
| Comments | Explain issue / provide correct serial number or MAC address / customer contact number |