Adding BYOM to an Account - Article No: Article no. 1922

Introduction

Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt out of CPNI verification
 

The Following is Not Eligible for BYOM

• Non-GPON Symmetrical (formerly Wave G)
  
• Fiber-to-the-Home GPON
  
• Digital West / San Luis Obispo, Los Angeles and San Jose, CA (Site 48, Co 29)
  
• EMTAs or All-in-One Devices
  
• EURODOCSIS cable modems: not supported in the United States
  
• Motorola / Zoom MB8600 Series: not compatible with our network 

BYOM Requirements

For complete BYOM requirements, please visit the Bring Your Own Modem FAQs on our website

• DOCSIS 3.1 certified modemsare compatible with all our available speed tiers
   
• Customers may use a DOCSIS 3.0 modem with 32 downstream channels; however, to receive the following speeds, please note the limitations on performance for non-3.1 DOCSIS modems
   

Important to Remember

• Do not enter serial or MAC addresses in the serial number section in the Equipment Maintenance [BX] screen

• Customers may add a second BYOM; all the above requirements still apply
  
• Never return the company's equipment from the Equipment Maintenance[BX] screen
   
• Speed is not guaranteed on any customer-owned cable modem
  
• For customers with phones requesting BYOM, schedule a truck roll to add an outlet for the EMTA

Call Center personnel should not remove company-owned modems from ICOMS

Resolution Steps

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 Add BYOM to an Existing Account

1. Special Note: If the customer already has BYOM skip to step 7

Create a Service Change [UD] with work order type Internal Order 

2. On the Order Entry Services[ES] screen, remove the Equipment Rental service code and add the correct BYOM service code
    

3. On the High Speed Data[HS] screen, add the correct Service Code to a separate Occurrence as outlined below
   

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 Data Only Customers

 Data Customer Removing Phone (Illinois Only)

 Data Customer with Phone

5. For All Markets except CA, OR and WA
   
   • On the One Time Charge[OT] screen, add RDSWPMD and check Office Only
      
   • Press [Enter] to reach the Order Summary[OS] screen
      
   • Press [Enter] on the Order Summary[OS] screen and review pricing
      
6. Work Order Check Inscreen
    
   • Click Completed and enter your employee number in the Installer field

• Press [Enter] twice

7. At bottom of screen you should see Svc NCUSOWN failed Eqp Req

8. On the Equipment Maintenance[BX] screen], type CUSTMDM in the first available Item field and hit [Enter] to reach the Equipment Balancing [EB] screen
    
9. Go back to the Equipment Maintenance [BX] screen and highlight the CUSTMDM line item
   
   • Click the Port Occ Asgnbutton to reach the Equipment Port Maintenance screen
      
   • Select the Data Port and click the Swap Ctg / Occbutton
      
   • Select the Company modem, click the Swap Tobutton and then click Exit
      
10. If there in an EMTA (Digital Phone), select it and click the Port Occ Asgnbutton
     
    • Select the Data Portand click the Swap Ctg / Occ button
       
    • Select the next open Occand click the Swap To button
       
11. On the Equipment Maintenance [BX] screen, select the CUSTMDM and click theEqp Maint button
     
12. Click Equip Details on the left and select the Port displayed
    
13. Click the Change button and type the HFC MAC Address provided by the customerin the Address field and hit [Enter]
    
    Note: MAC addresses contain only these characters, no dashes, colons or periods
    
    1  2  3  4  5  6  7  8  9  0  a  b  c  d  e  f 
     
14. Exit twice, then go to the Equipment Balancing[EB] screen and press [Enter]
     
15. Go to theProvisioning Transactions [PT] screen and confirm the top line reads Complete
     
    • If a number codeappears, refer to PT Error Codes - Provisioning Transactions Error Codes to fix the error
       
16. Confirm the modem is online and provisioned in Merlin

 Add BYOM - New Install

In ICOMS:

1. Confirm the customer's modem is plugged in and the cable is connected finger tight
   
2. Use Merlinto find the installed modem and Indicate the maximum speed
    
   • Type the customer's modem MAC address in the search field in the top left of Merlin
     
   • If the modem pings, it is on network
     
   • If the modem doesn’t ping, the customer doesn’t qualify for Office Only BYOM install. the customer will require an installation with a truck roll
     
   • Merlinshould indicate the maximum speed the modem can have on our network

5. Select the Work Order Type
   
   
   • Task: Install[IS]
   • Work Order Type: Self Install
   • Place a checknext to Increment Occupant Code
6. Fill out the Customer Maintenance[CM] screen
    
   • First and last name in capital letters
   • Home phone number
   • Social Security number
   • Select Customer Type O (owner) or T (tenant)
   • Select Category R (Residential)
7. Page downon the CM screen to enter or confirm a Preferred Email Address and hit [Enter] twice
8. On the Additional Customer Information[UCUST] screen, enter the appropriate Privacy ID
    
9. On the Customer Demographic Information[DM] screen, enter the Date of Birth
10. On the Order Entry Services [ES] screen add:
    
    • Sales Type, Sales Reasonand Campaign
    • Desired data package
    • The proper BYOM modem Service code:
      

9. One Time Charges[OT] screen
    
   • Add the activation fee RACTVTD
   • If a deposit is owedand take a deposit payment  (not applicable in CA, OR, WA)
      
     • Data - RDDEPST 

10. Schedule Work Order [SW]screen
     
    • Click “Office Only” box, press [Enter]

12. Work Order Check Inscreen
     
    • Click Completed and enter your employee number in the Installer field
    • Press [Enter] twice
13. At bottom of screen you should see Svc NCUSOWN failed Eqp Req
14. Customer Equipment Maintenance [BX]Screen
     
    • Type CUSTMDM into “Item” field
    • Press [Enter] 

14. Equipment Balancing [EB]Screen
     
    • Click on the CUSTMDM
    • Click Eqp Maint button below

15. Equipment Maintenance [BX]screen
     
    • Click Equip Details link on the left

16. Equipment Detailscreen
     
    • Click on modem port to highlight it
    • Click Change 

17. Edit Equipment Detailscreen
     
    • Enter customer's MAC address into address field in middle of screen
    • Press [Enter]

18. Equipment Detailscreen
     
    • Click Exit

19. Equipment Maintenance [BX]screen
     
    • Click Exit

20. Work Order Check Inscreen
     
    • Press [Enter] twice

21. Equipment Maintenance [BX]screen
     
    • Work Order is finished
    • Confirm Ct/Occ is assigned to the modem’s port

22. Go to Merlin
    
    • Confirm provisioning is active 

23. Confirm the customer can get online
24. Fill out the CPNI Questionnaire[CQ] screen
25. Setup Selfcare

Article ID: 25
Created: November 23, 2023
Last Updated: December 1, 2023
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=25