Serial Numbers, MAC Addresses and Equipment Removed in Error Issues- Article no. 1923
Introduction
- 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 |
Article ID: 291
Created: February 2, 2024
Last Updated: February 2, 2024
Author: [shekhar.bhanot@teamhgs.com]
Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=291