Reprovisioning Equipment- Article number 1901

Introduction

This procedure is to reprovision the Data portion of equipment

Resolution Steps

Reprovision a Cable Modem

• Go to the Customer Equipment Maintenance [BX] screen
   
• Highlight the modem and click the Remove Occurrence button
   
• On the line where you removed the occurrence:
   
  • Click in the CT column and add a D
     
  • Click in the Occ column and hit F4 on the keyboard to select the correct occurrence and hit Enter
     
• Send a Refresh Hit
   
• Go to the Balancing [EB] screen and hit Enter
   
• Access the Provisioning Transactions [PT] screen to ensure there are no errors
   
• Access Merlin to make sure the provisioning updated

 Adding a Data User

• Activate the username to complete the data service reconnect; these steps need to be repeated for every username showing on the Data User [DU] screen
   
  • Highlight the username by clicking on it
     
  • Click the Change button
     
  • Click Resend Login from the menu on the left
     
  • The username should already exist
     
    • If no username present, check How to Establish a Data User ID
       
• If the customer has TiVo(s):
   
  • Re-provision the TiVo(s)
     
  • Confirm services are working

Avoid reprovisioning an EMTA wherever possible

• If it is deemed necessary to reprovision an EMTA, it should only be done if there is no phone service attached