Reprovisioning Equipment - Article no. 1901

Introduction

This procedure is to reprovision the Data portion of the equipment

Resolution Steps

Reprovision a Cable Modem

• Go to the Customer Equipment Maintenance [BX] screen
  
• Highlight the modem and click the Remove Occurrencebutton
   
• On the line where you removed the occurrence:
  
  • Click in the CTcolumn and add a D
     
  • Click in the O 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 provisioning Transactions [PT] screen to ensure there are no errors
   
• Access Merlinto 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 Changebutton
     
  • Click Resend Login from the menu on the left
     
  • The username should already exist
    
    If no username is 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 

Article ID: 33
Created: November 23, 2023
Last Updated: November 23, 2023
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=33